Guest Experience Specialist (Front Desk & VIP)

OXLEY GEM PTE. LTD.; Singapore; On-site; SGD 3,000 - 4,200; Full time

Job summary

Novotel Singapore on Stevens and Mercure Singapore on Stevens are seeking front desk associates to assist guests with check-in and checkout, input guest data, and issue room keys following standards to ensure a smooth and welcoming start to each stay.

Responsibilities include coordinating with departments to fulfill guest requests, maintaining repeat guest histories, promoting hotel facilities, handling complaints professionally, and safeguarding guest privacy and assets while supporting daily

Responsibilities

• Assist guests with check-in and checkout processes and complete cashiering duties accurately to ensure smooth guest transactions
• Review arrival lists and prepare compendiums before guest arrivals and input guest information into the system as needed to facilitate efficient check-in
• Welcome guests on arrival, register them, and issue room keys following departmental standards and procedures to provide a positive first impression
• Ensure members receive all entitled benefits and provide special recognition and service to repeat guests and VIPs by preparing and sending welcome cards and amenities before arrival
• Collaborate closely with other departments to fulfill guest requests and meet their needs promptly and effectively
• Update and maintain the repeat guest history system to support personalized guest experiences
• Promote Inter-Hotel sales and in-house facilities to guests according to departmental standards to maximize hotel revenue
• Address guest complaints and comments tactfully and efficiently to resolve issues and maintain guest satisfaction
• Manage guests' mails, messages, and phone calls professionally to support guest communication needs
• Protect guest privacy and confidentiality by ensuring no guest details are disclosed improperly
• Monitor in-house credit accounts vigilantly and act promptly on any discrepancies to safeguard hotel assets
• Alert Security or Duty Manager immediately upon identifying suspicious persons or articles to maintain hotel safety
• Perform other reasonable duties assigned by Management to support hotel operations
• Only short-listed candidates will be contacted.

Job description

Novotel Singapore on Stevens and Mercure Singapore on Stevens are seeking front desk associates to assist guests with check-in and checkout, input guest data, and issue room keys following standards to ensure a smooth and welcoming start to each stay.

Responsibilities include coordinating with departments to fulfill guest requests, maintaining repeat guest histories, promoting hotel facilities, handling complaints professionally, and safeguarding guest privacy and assets while supporting daily