Guest Relations / Front Office Executive

ST Engineering; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A leading technology company in Singapore is seeking a Guest Relations / Front Office Executive to deliver excellent service and manage guest relations. The successful candidate will be responsible for greeting guests, resolving complaints, and ensuring that guests have a memorable experience. Candidates should have at least 3-5 years of customer service experience and a diploma in Hotel Management or similar qualifications. Exceptional grooming and interpersonal skills are essential for this role.

Qualifications

• 3-5 years of previous experience in customer service supervisory or similar.
• Calm, efficient, resourceful and organized.
• Excellent grooming standards.
• Passion for delivering exceptional Guest service.

Responsibilities

• Be a brand ambassador providing a positive first impression.
• Ensure smooth check-in and check-out processes.
• Deliver high-quality service to meet Guest expectations.
• Investigate and resolve customer complaints.

Skills

Customer service experience

Interpersonal communication

Organizational skills

Ability to listen

Flexibility

Education

Diploma in Hotel Management / Guest Relations or equivalent

Job description

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

• Excellent grooming standards

• 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

• Multi-lingual

• A diploma in Hotel Management / Guest Relations or equivalent