Guest Relations / Front Office Executive

Private Advertiser; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading hospitality provider in Singapore is seeking a Guest Relations / Front Office Executive to be the first point of contact for guests, ensuring a positive impression and delivering high service standards. Candidates should have at least 3-5 years in customer service, excellent grooming, and communication skills. This position plays a key role in enhancing guest experiences and requires strong interpersonal skills.

Qualifications

• 3-5 years of previous experience in customer service supervisory or similar role.
• Ability to work under pressure and manage incoming calls.
• Outstanding grooming standards.

Responsibilities

• Serve as the brand ambassador and ensure the best first impression for guests.
• Anticipate guest needs and resolve complaints efficiently.
• Maintain cleanliness and manage the reception area and lobby.

Skills

Customer service supervisory experience

Excellent interpersonal communication skills

Calm and organized

Flexibility to respond to different situations

Ability to listen to guest needs

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