Guest Relations Executive

SUNSET METT SING PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading hospitality establishment in Singapore is seeking a Guest Relations Executive to be the first point of contact for guests. You will ensure a seamless check-in and check-out process while providing exceptional customer service. Ideal candidates will have strong communication skills and experience in hospitality roles. This position includes responsibilities for maintaining guest databases and coordinating with various hotel departments.

Qualifications

• Strong background in customer service, preferably in a hospitality setting.
• Excellent verbal communication and interpersonal skills.
• Ability to handle complaints and difficult situations calmly.

Responsibilities

• Manage check-in, check-out, and guest inquiries at the front desk.
• Assist guests with room orientations and escort them as needed.
• Coordinate with management on guest issues and room availability.

Skills

Customer service

Communication skills

Problem-solving

Job description

As the Guest Relations Executive, you will be the first point of contact for our valued guests, providing exceptional service from the time they arrive until they are escorted to their rooms, creating memorable experiences along the way. You will be stationed in the lobby, awaiting guest arrivals and facilitating all arrangements from the moment guests step in until they are settled in their rooms.

Day-to-Day Responsibilities

• Ensure the smooth operation of the front desk, including but not limited to check-in, check-out, currency exchange, room changes, auditing balances, preparing daily reports, and providing food and beverage service according to established policies and procedures.
• Assist all guests in a friendly, helpful, and professional manner, including offering room orientations to arriving guests or escorting guests within the hotel, attempting to use guest names at least twice during interactions.
• Liaise with the Guest Relations Manager regarding any complaints and assist walk-in guests with alternative accommodations in case of full occupancy.
• Inform other departments of guest arrivals, room changes, check-outs, and special arrangements.
• Attend shift briefings to stay informed about hotel activities and operational requirements.
• Ensure effective handover and takeover of shifts, with proper follow-up and resolution of all outstanding issues.
• Maintain a complete guest database, including obtaining passport details, nationality, date of birth, and email addresses.
• Perform any other duties reasonably assigned.