Guest Experience Lead, Front Office

Far East Hospitality Management (S) Pte Ltd; Singapore; On-site; SGD 29,000 - 42,000; Full time

Job summary

Far East Hospitality Management (S) Pte Ltd is seeking a Senior/Guest Service Executive for the Sentosa Cluster to deliver courteous guest services, handle inquiries, and support front desk operations. The role emphasizes upselling opportunities and maintaining professional appearance and conduct.

The position requires a diploma in hospitality or related field, with prior front office experience preferred, and willingness to work rotating shifts, weekends, and public holidays.

Qualifications

• Minimum Diploma in Hospitality, Tourism, or related field.
• Prior experience in Front Office or Guest Services preferred.
• Strong communication and problem-solving skills to handle guest enquiries and feedback effectively.
• Leadership qualities with the ability to guide and support team members.
• Well-groomed and professional in appearance and conduct.
• Willing to work rotating shifts, weekends, and public holidays.

Responsibilities

• Work closely with the Assistant Manager and provide courteous services to guests. Respond efficiently and tactfully to guests’ complaints, requests and inquiries.
• Provide courteous and efficient service, strive to fulfill each guests’ request whenever possible. Ensure all telephone calls are promptly handled within three rings.
• Handle cashiering functions and adhere to the residence’s Standard Policies & Procedure.
• Maintain good guest relations with in-house guests at all times, projecting a courteous and hospitable attitude.
• Possess a good understanding of all hotel room types, rates, and availability, and identify upselling opportunities, enhancing guest experience while optimising room revenue.
• Take ownership of problems and promptly handle guest complaints according to established procedures. Report to the supervisor for further follow-up when necessary and submit glitch reports as necessary.
• Ensure guest room security, emergency, and fire procedures are followed, and encourage the use of Safe Deposit boxes (El-Safe) while adhering to related policies & procedures.
• Acquire knowledge of hotel facilities, functions, major city attractions, and events to provide accurate information to guests upon request. Maintain a professional, courteous working relationship, and ensure effective communication with all hotel personnel.
• Maintain a well-groomed appearance and a tidy work area, upholding the highest standard of personal grooming.
• Perform any other duties assigned by supervisors, carrying them out diligently and professionally.

Skills

Strong communication

Problem solving

Leadership

Education

Diploma in Hospitality/Tourism

Job description

Far East Hospitality Management (S) Pte Ltd is seeking a Senior/Guest Service Executive for the Sentosa Cluster to deliver courteous guest services, handle inquiries, and support front desk operations. The role emphasizes upselling opportunities and maintaining professional appearance and conduct.

The position requires a diploma in hospitality or related field, with prior front office experience preferred, and willingness to work rotating shifts, weekends, and public holidays.