Guest Experience Lead - Front Desk & Service

THE SINGAPORE RESORT & SPA; Singapore; Vor Ort; SGD 42.000 - 54.000; Vollzeit

Zusammenfassung

Sofitel SO Singapore is seeking a Guest Service Executive to deliver warm, personalised service at check-in and check-out, and to uphold the hotel’s service standards. You will manage guest information accurately, respond to enquiries, and collaborate with Housekeeping, Reservations and Front Office to ensure smooth daily operations.

The role requires 1–2 years in Front Office, strong English communication, and a courteous, proactive attitude.

Qualifikationen

• Diploma in Tourism, Hospitality Management or a related discipline.
• Minimum 1 to 2 years of relevant Front Office experience. Fresh graduates with a passion for hospitality may also be considered.
• Good communication and interpersonal skills.
• Pleasant personality with a genuine passion for guest service.
• Able to work shifts, including weekends and public holidays.
• Good reading, writing and verbal communication skills in English. Knowledge of additional languages will be an advantage.
• Proficient in Microsoft Office applications.
• Knowledge of Opera System will be an advantage.
• Able to work independently as well as in a team.

Aufgaben

• Welcome guests warmly and provide personalised service throughout their stay.
• Handle guest check-in and check-out procedures efficiently and accurately.
• Ensure all guest information, room allocations, rates and billing details are correctly recorded in the system.
• Attend to guest enquiries, requests and complaints promptly, professionally and courteously.
• Take ownership of guest concerns and follow up to ensure satisfactory resolution.
• Provide accurate information on hotel facilities, services, promotions and surrounding attractions.
• Maintain good communication and coordination with Housekeeping, Guest Services, Reservations and other departments to ensure smooth daily operations.
• Ensure all guest requests, special arrangements and preferences are properly communicated and followed up.
• Handle guest payments, deposits, foreign currency transactions and billing matters in accordance with hotel procedures.
• Maintain accurate records of guest information and ensure proper handling of confidential information.
• Promote hotel facilities, room upgrades and other services to maximise revenue opportunities.
• Actively promote and achieve the targeted Le Club enrolment numbers set by Sofitel SO Singapore.
• Assist in handling guest feedback and service recovery, escalating matters to the Supervisor or Manager when necessary.
• Ensure the Front Office reception area is clean, organised and presentable at all times.
• Follow all Front Office standards, policies and procedures in accordance with Sofitel SO Singapore and brand requirements.
• Maintain awareness of hotel safety and security procedures and report any suspicious activities or incidents to the Supervisor or Security team.
• Treat guests and Heartists from all cultural backgrounds with respect, sensitivity and transparency.
• Practise the Sofitel Vision and Values in daily operations:
• Refer to the Sofitel Brand Standards and ensure compliance at all times.
• Perform any other duties as assigned by the Manager.

Kenntnisse

Good communication

Interpersonal skills

Teamwork

Shift flexibility

Ausbildung

Diploma in Tourism / Hospitality or related

Tools

Microsoft Office

Opera System

Jobbeschreibung

Sofitel SO Singapore is seeking a Guest Service Executive to deliver warm, personalised service at check-in and check-out, and to uphold the hotel’s service standards. You will manage guest information accurately, respond to enquiries, and collaborate with Housekeeping, Reservations and Front Office to ensure smooth daily operations.

The role requires 1–2 years in Front Office, strong English communication, and a courteous, proactive attitude.