Guest Experience Expert (Butler Service Agent)

ST. REGIS HOTEL SINGAPORE; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A luxury hotel in Singapore is seeking a guest service professional to handle all guest inquiries and requests through various communication channels. The ideal candidate will demonstrate strong communication skills, provide information about hotel amenities, and ensure that all guest issues are logged and resolved efficiently. Previous experience in customer service is a plus.

Qualifications

• Strong communication skills and ability to maintain professional language.
• Ability to operate telephone systems and respond to guest inquiries effectively.
• Experience in customer service preferred.

Responsibilities

• Answer and process all guest requests via various communication devices.
• Operate the telephone switchboard for guest requests and inquiries.
• Log and follow up on guest requests to ensure satisfaction.
• Provide information about property amenities and assist with service orders.

Job description

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.

• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, and support team to reach common goals.
• Comply with quality assurance expectations and standards.