Guest Experience Associate

Changi Travel Services Pte Ltd; Singapore; On-site; SGD 28,000 - 38,000; Full time

Job summary

Changi Travel Services Pte Ltd is seeking a Front Desk/Guest Services Associate for its transit hotel environment at Changi Airport terminals. You will welcome guests, check them in/out, manage reservations, and provide accurate billing while delivering a warm and professional front desk experience.

This role involves coordinating with housekeeping and duty managers to ensure room readiness, handling short-stay and time-based bookings, and communicating clearly with guests about policies and

Qualifications

• Experience in front office or hospitality is preferred.
• Ability to handle reservations and check-ins/check-outs efficiently.
• Strong English communication and guest service focus.
• Familiarity with Property Management Systems is preferred.
• Willingness to work rotating shifts, including nights and holidays.

Responsibilities

• Manage guest check-ins with a warm, professional desk presence.
• Verify reservations and guest details; explain facilities and services.
• Prepare accurate folios and handle billing inquiries.
• Coordinate with housekeeping for room readiness and turnover.
• Handle requests, complaints, and service recovery professionally.
• Maintain desk control during peak arrival periods.
• Protect guest information and follow hotel policies.

Skills

Front desk operations

Guest services

Reservation handling

English communication

Upselling

PMS knowledge

Tools

Property Management System (PMS)

Job description

Note to Applicants:
This role is based in a transit hotel environment, supporting guests with short-stay and time-based bookings.

We currently operate transit hotels at Changi Airport Terminals 1 and 3, and have recently took over Terminal 2 in November. This presents an exciting opportunity to join our growing team and be part of our expansion.

Job Description

Guest Arrival, Welcome, and Front Desk Flow

• Manage guest check-ins efficiently while maintaining a warm, professional and organised front desk presence.

• Confirm reservation details accurately, including guest name, length of stay, room type, rate, inclusions and payment method.

• Verify identification and ensure registration requirements are completed accurately and in accordance with hotel policies.

• Provide clear and practical information on hotel facilities and services, adjusting communication according to guest needs.

• Manage queues calmly during peak arrival periods and maintain control of the desk rather than reacting to pressure.

2. Managing Expectations and Irregular Situations

• Handle situations where rooms are not immediately available with transparency and professionalism.

• Set realistic expectations regarding waiting times and room availability.

• Coordinate closely with Housekeeping and Duty Manager to obtain accurate room readiness updates.

• Communicate operational challenges clearly to guests to minimise dissatisfaction and escalation.

3. Guest Departure and Billing Accuracy

• Process guest check-outs efficiently and ensure all charges are correctly posted before presenting invoices.

• Review folios for accuracy, including packages, inclusions and incidental charges.

• Explain bills clearly and professionally when guests request clarification.

• Identify posting errors and follow proper approval processes for adjustments.

• Ensure folios are closed correctly to avoid post-departure disputes or follow-up corrections.

4. Short Stay, Day Use and Time-Based Reservations

• Manage short-stay and time-based bookings with close attention to arrival and departure times.

• Communicate usage duration and charging policies clearly to guests.

• Process booking extensions promptly and update systems accurately.

• Coordinate with housekeeping to ensure rooms allocated to time-based stays are turned around efficiently and reassigned correctly.

5. Reservation Handling and System Discipline

• Create, amend and cancel reservations according to hotel policies, including room moves, extensions, cancellations and no-shows.

• Maintain accurate and relevant guest profiles, including preferences, notes and routing instructions.

• Ensure documentation is clear, concise, and useful for operational coordination.

• Prepare structured shift handovers highlighting unresolved issues, VIP guests, arrivals, departures, and operational risks.

6. Guest Requests, Complaints, and Service Recovery

• Receive, record, and follow up on guest requests until completion.

• Handle complaints with professionalism and empathy.

• Resolve issues within assigned authority and escalatetoDuty Manager when necessary.

• Support service recovery actions and ensure commitments made to guests are fulfilled and documented.

• Identify recurring complaints or patterns and communicate them to management for corrective action.

7. Cash Handling, Security, and Professional Conduct

• Post charges accurately, pre-authorisations, payments, refunds and allowances according to hotel policies.

• Maintain float accuracy and complete shift closing procedures properly, investigating discrepancies where required.

• Safeguard guest information and comply with data protection and confidentiality requirements.

• Remain alert to safety or security concerns and report incidents through approved channels.

• Maintain professional grooming and presentation standards in accordance with hotel guidelines.

• Support upselling of room upgrades and hotel services where appropriate and aligned with availability and policies.

Qualifications & Requirements

• Prior experience in front office, hospitality, or customer service preferred.

• Experience in the hotel industry will be an advantage.

• Able to work rotating shifts, including nights, weekends, and public holidays as part of 24-hour hotel operations.

• Familiarity with Property Management Systems (PMS) is preferred.

• Strong computer literacy and attention to detail.

• Good communication skills in English; additional languages are an advantage.

• Able to meet security clearance requirements where applicable.