Guest Relations / Front Office Executive

Jobstreet SG; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A prestigious hotel chain in Singapore is looking for a Guest Relations / Front Office Executive. You will be responsible for ensuring guests receive exceptional customer service from check-in to check-out. Key qualifications include 3-5 years of customer service experience, excellent communication skills, and a diploma in Hotel Management. This role offers a dynamic working environment focused on maintaining high service standards.

Qualifications

• 3-5 years of experience in customer service supervisory or similar level.
• Flexibility to respond to various work situations.
• Experience in Guest Relations or Front Office in a luxury hotel or airline environment is advantageous.

Responsibilities

• Serve as the brand ambassador by creating a positive first impression.
• Handle enquiries and complaints promptly and efficiently.
• Ensure smooth check-in and check-out process while maintaining lobby standards.
• Manage incoming calls and mail distribution.

Skills

Customer service supervisory experience

Interpersonal communication skills

Calm and efficient

Ability to listen and respond to demanding Guest needs

Education

Diploma in Hotel Management / Guest Relations

Job description

Guest Relations / Front Office Executive

As a Guest Relations / Front Office Executive, you will serve on the Front Office team which is the main connection between the Guest, the company, and the various building stakeholders. A Guest Relations / Front Office Executive truly influences the first impressions of our Guests and, therefore, is responsible for performing the following tasks to the highest standards:

Be the brand ambassador of the company, providing a positive “first impression” while guests walk-in to the building.

Deliver the highest quality and brand service standards to consistently meet and exceed Guest expectations.

Anticipate guests needs, handle enquiries and complaints, promptly and efficiently.

Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable ST Engineering guidelines (I will work on some guidelines).

Command a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up with across department in the building.

Ensuring self is well groomed at all time. Luxury in self-image and service delivery is to be applied at all time.

To be able to empower one’s self to make bold and quick decisions that is aligned with meeting guests expectations across departments.

Welcoming and greeting guests in the Lobby, ensuring Guests feels welcome and delivering the WOW service to every guests handled.

Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service

Investigate and resolve customer complaints in person, on the phone, and via mail.

Going through Daily VIP Reports and ensuring VIPs are greeted and send off well. All information are to be shared with relevant department.

Ensuring the lobby is kept clean all the time, guests are properly handled in queue and a smooth check in and check out process.

To be aware of daily Events and its VIP Guests arrival.

Serve your role and Team in an environmentally conscious manner

Develop a close and harmonious working relationship with all the other departments in the building, while maintaining good communication with other hotel departments to assist with guests' needs.

Have complete knowledge of ST Engineering policies.

Managing incoming calls and mail distribution

The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Guest Relations/Front Office Executive serving ST Engineering Brand is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills and values that follow:

At least 3-5 years of previous experience in customer service supervisory or similar level.

Calm, efficient, resourceful and organised.

Excellent interpersonal communication skills.

A passion and commitment to delivering exceptional levels of Guest service.

Ability to listen and respond to demanding Guest needs.

Accountable and resilient.

Ability to work under pressure.

Flexibility to respond to a range of different work situations.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Experience in Guest Relations or Front Office in a managerial role in a luxury hotel or airline environment.

A diploma in Hotel Management / Guest Relations or equivalent.