Guest Relations Officer

CARLTON CITY HOTEL (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 56,000 - 78,000; Full time

Job summary

Carlton City Hotel Singapore invites an experienced Front Office professional to oversee Reception and Club Lounge operations, ensuring smooth guest arrivals and departures. You will manage peak periods, greet guests warmly, handle check-ins/outs, and coordinate with Housekeeping for room status while upselling where possible.

The role requires at least 2 years in a similar capacity, proficiency in MS Office applications, and knowledge of Opera PMS.

Qualifications

• Minimum 2 years' experience in front office roles.
• Proficiency in MS Word, Excel and PowerPoint.
• Basic knowledge of computer applications and Opera PMS experience.

Responsibilities

• Responsible for a smooth operation at the Reception and Lobby area especially during peak periods.
• Provides feedback to Management on guests' preferences and ensure high return percentage of returning guests.
• Train and guide junior staff and monitor their performance.
• Greet guests warmly upon arrival and ensure a smooth check-in/check-out process.
• Performs cashiering duties.
• Performs room blocking and issuance of room keys.
• Handle guest inquiries and requests, in person and over the phone.
• Provide information about hotel services, amenities, and local attractions.
• Coordinates with Housekeeping on room status.
• Responsible for updating guest data in the Opera PMS system.
• Upsells hotel rooms when possible.
• Handles guest complaints/feedback in absence of supervisor.
• Train and assist in other sections operation when necessary.
• Promote positive TripAdvisor reviews.
• Maintain a positive attitude and promote a team environment.

Skills

Customer service

Guest handling

Team coordination

MS Word

Tools

MS Excel

MS PowerPoint

Opera PMS

Job description

Role

This role reports to the Duty Manager / Senior Duty Manager and is responsible for the operational efficiency and service delivery of the Front Office areas including Reception and the Club Lounge.

Job Responsibilities

• Responsible for a smooth operation at the Reception and Lobby area especially during peak periods.
• Provides feedback to Management on the established guests' preferences and ensure a high return percentage on return guest's ratio.
• Train and guide junior staff and monitor their performance
• Greet guests warmly upon arrival and ensure a smooth check-in/check-out process.
• Performs cashiering duties.
• Performs room blocking and issuance of room keys.
• Handle guest inquiries and requests, both in person and over the phone.
• Provide information about hotel services, amenities, and local attractions.
• Performs blocking of rooms.
• Coordinates with Housekeeping team on room status.
• Responsible for updating of guest data and other information in the Opera PMS system.
• Upsells hotel room whenever possible.
• Handles guest complaints/feedback in the absence of the supervisor.
• Handles other front office duties as and when assigned by supervisor/manager.
• Train and assist in other sections operation, when necessary.
• Promote positive TripAdvisor reviews.
• Maintain a positive attitude and promote a team environment.
• Encourage a fun and inclusive environment, creating an atmosphere where everyone feels valued.

Requirements

• Minimum 2 years' experience in same capacity
• Proficient in MS Word, Excel and PowerPoint applications
• Basic knowledge of computer application
• Knowledge of Opera PMS