Guest Experience Lead — Front Office & Service

VILLAGE HOTEL ALBERT COURT; Singapore; On-site; SGD 27,000 - 42,000; Full time

Benefits offered by this job

Medical

Flexi benefits

Birthday leave

Vouchers

Annual health screening

Insurance coverage

Job summary

Village Hotel Albert Court Singapore is seeking a customer-focused Front Office / Guest Services Associate to warmly welcome guests, respond promptly to inquiries, handle complaints tactfully, and ensure a smooth check-in and check-out experience.

You will assist with cashiering, know room types and availability, spot upselling opportunities, maintain a polished appearance, and communicate effectively with guests and colleagues; willing 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, striving 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

Customer-service mindset

Effective communication

Problem solving

Leadership qualities

Education

Diploma in Hospitality or related field

Job description

Village Hotel Albert Court Singapore is seeking a customer-focused Front Office / Guest Services Associate to warmly welcome guests, respond promptly to inquiries, handle complaints tactfully, and ensure a smooth check-in and check-out experience.

You will assist with cashiering, know room types and availability, spot upselling opportunities, maintain a polished appearance, and communicate effectively with guests and colleagues; willing to work rotating shifts, weekends and public holidays.