Guest Experience Specialist, Front Office (The Laurus)

Resorts World at Sentosa Pte Ltd; Singapore; On-site; SGD 28,000 - 38,000; Full time

Job summary

Resorts World at Sentosa Pte Ltd is seeking a Guest Experience Specialist (Front Office) to deliver warm, efficient service at the main desk, managing check-ins, check-outs, inquiries, and a welcoming arrival for every guest.

You will communicate clearly, multitask in a fast-paced environment, process payments, upsell resort services, and collaborate with Housekeeping to ensure seamless stays and exceptional guest satisfaction.

Qualifications

• GCE O' Level or equivalent required.
• At least 1 year in customer service; hospitality experience preferred.
• Strong communication and interpersonal skills.
• Excellent customer service orientation with attention to detail.
• Ability to multitask in a fast-paced environment.
• Proficiency in hotel management software and reservation systems.

Responsibilities

• Greet and welcome guests with warmth.
• Check-in and check-out professionally and efficiently.
• Handle inquiries, requests, and complaints promptly.
• Assist with room assignments and special requests.
• Provide information on services, amenities, and local attractions.
• Process payments and manage billing transactions.
• Upsell resort offerings with a sales mindset.
• Communicate effectively across Front Office and Housekeeping.

Skills

Good communication

Interpersonal skills

Attention to detail

Multitasking

Customer service orientation

Education

O Level or equivalent

Tools

Hotel management software

Reservation systems

Job description

About the role

We are seeking a friendly and efficient Guest Experience Specialist (Front Office) to join our team. This role is responsible for managing guest check-in and check-out processes, handling inquiries, and ensuring a smooth and welcoming arrival experience. You'll play a key role in delivering exceptional guest service while maintaining efficient front desk operations and guest satisfaction.

Key responsibilities

• Greet and welcome guests upon arrival with a warm and friendly demeanor.

• Perform check-in and check-out for hotel guests in the most professional and efficient manner to ensure a high level of guest satisfaction.

• Handle guest inquiries, requests, and complaints promptly and professionally.

• Assist with room assignments and ensure special requests are accommodated.

• Provide information about hotel services, amenities, and local attractions.

• Process payments and manage billing transactions.

• Perform upselling with a sales attitude and be aware of the resort-wide sales opportunities.

• Maintain effective communication within the Front Office department and other departments, especially Housekeeping to ensure seamless experiences for all guests.

• Maintain accurate records of guest information and reservations.

• Manage and respond to guest feedback to enhance their experience.

About you

• Minimum GCE `O' Level or its equivalent.

• Minimum 1 year of experience in customer service, preferably in the hospitality industry.

• Good communication and interpersonal skills.

• Good customer service orientation and attention to detail.

• Ability to multitask and work in a fast-paced environment.

• Proficiency in using hotel management software and reservation systems.