Guest Relations Officer

EL DEVELOPMENT (VENTURES) PTE. LTD.; Singapore; On-site; SGD 24,000 - 30,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Guest Services Executive to enhance guest experience and support front office operations. The successful candidate will engage with guests, manage check-in/check-out processes, and lead team members to ensure exceptional service standards are met. Candidates should possess strong communication and customer service skills with at least one year of relevant experience in a dynamic environment.

Qualifications

• Minimum 1 year experience in similar capacity.
• Excellent communication and interpersonal skills.
• Strong operational leadership with a business mindset.

Responsibilities

• Assist guests with check-in and check-out and monitor front office emails.
• Supervise front desk in absence of Duty Manager and provide guidance for Guest Services Officer.
• Ensure that all guest procedures are adhered to and recommend improvements.

Skills

Communication

Interpersonal Skills

Customer Service

Problem-Solving

Operational Leadership

Job description

Guest Services Executive focuses on customer service and foster relationships with other departments to ensure that guests’ needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel. He/She supervises the front desk in the absence of the Duty Manager, attend to guest feedbacks and attempt to perform first person recovery steps.

Job Responsibilities

• Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge
• Assist guests with check-in and check-out, and other cashiering duties
• Register guests and assigns rooms according to their reservation confirmation
• Work towards maximising room revenue by upselling higher room categories to guests whenever possible
• Maintain the privacy of all guests by ensuring their details are kept strictly confidential
• Understand all room types and work with Housekeeping to manage room status effectively
• Adhere to proper credit matters and cash handling policies and procedures
• Understand the usage of internal communication logs to communicate effectively with other colleagues
• Handle guest feedback and attempt to perform first person recovery steps
• Monitor front office emails and respond to them effectively
• Provide guidance and on job training for Guest Services Officer
• Ensure and check that all daily front desk tasks are completed
• Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly
• Assist to perform Executive Lounge and Concierge duties whenever required
• Provide warm welcome and fond farewell in accordance to hotel standards and SOPs
• Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions
• Be familiar with hotel products and services and recommend to guests accordingly
• Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby
• Maintain complete knowledge of all hotel products and services
• Maintain the cleanliness and neatness of the Front Office areas
• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel
• Attend all briefings, meetings and trainings as assigned by management
• Perform other reasonable duties as assigned by the management

Qualifications

• Minimum 1 year experience in similar capacity
• Excellent communication and interpersonal skills with colleagues and guests
• Excellent customer service skills and enjoy creating delightful moments for guests
• Able to thrive in a dynamic and fast paced environment
• Strong analytical and problem-solving skills
• Strong operational leadership with a business mindset
• Read, write and speak English fluently