Guest Relations Officer

APT HOSPITALITY PTE. LTD.; Singapore; On-site; SGD 35,712 - 51,336; Full time

Job summary

APT Hospitality PTE. LTD. seeks a Guest Relations Officer to deliver a high standard of guest service and ensure a positive experience throughout the stay.

You will handle check-ins, guest requests, cashiering, and service recovery while supporting smooth Front Office operations. Based at Stamford Place – 61 Stamford Road, you will work with a dedicated team to maximise guest satisfaction, upsell opportunities, and seamless reservations management.

Qualifications

• Diploma in Hospitality Operations or equivalent preferred.
• Prior Front Office/guest relations or customer service experience is an advantage.
• Strong customer service and interpersonal skills.
• Good verbal and written communication skills.
• Pleasant, professional, service‑oriented personality.
• Ability to multitask in a fast-paced environment.
• Shift work including weekends/public holidays where required.
• Basic computer literacy and familiarity with Front Office/reservation systems preferred.

Responsibilities

• Greet and assist guests in a friendly, professional manner at all times.
• Manage check-in/check-out, verify reservations, assign rooms, issue keys.
• Respond promptly to guest inquiries, requests, feedback and complaints.
• Handle Front Office cashiering and process cash/credit card transactions.
• Communicate guest requests/issues to relevant departments for timely follow-up.
• Collaborate with team to ensure smooth daily Front Office operations.
• Assist in covering Front Office shifts to maintain service levels.
• Upsell rooms and promote property facilities to maximise revenue.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Multitasking

Education

Diploma in Hospitality Operations

Tools

Front Office systems

Job description

Overview

The Guest Relations Officer is responsible for delivering a high standard of guest service and ensuring a positive guest experience throughout the stay. The role serves as a primary point of contact for guests, handling check-ins, guest requests, cashiering duties, and service recovery while supporting smooth Front Office operations and maintaining guest satisfaction.

Responsibilities

• Welcome and attend to guests in a friendly, professional, and courteous manner at all times.
• Handle guest check-in and check-out processes, including reservation verification, room assignment, and issuance of room keys.
• Respond promptly and professionally to guest enquiries, requests, feedback, and complaints to ensure guest satisfaction.
• Perform Front Office cashiering duties, including processing cash and credit card transactions in accordance with established procedures.
• Ensure all guest requests and operational issues are communicated to relevant departments for timely follow-up and resolution.
• Work closely with supervisor and team members to ensure smooth daily Front Office operations.
• Assist in ensuring sufficient manpower coverage across Front Office operational areas where required.
• Up-sell rooms and promote property facilities and services to maximise revenue opportunities.
• Support reservations-related activities including bookings, amendments, cancellations, and room status updates when required.
• Conduct site inspections to maximise revenue opportunities.
• Assist in maintaining the daily operations and cleanliness of guest facilities.
• Promote teamwork and maintain effective communication with internal departments to support operational efficiency and guest satisfaction.
• Perform any other ad hoc duties assigned by Management.

Qualifications

• Diploma in Hospitality Operations, or equivalent qualification preferred.
• Prior experience in Front Office, guest relations, concierge, or customer service roles is an advantage.
• Strong customer service and interpersonal skills.
• Good verbal and written communication skills.
• Pleasant, professional, and service-oriented personality.
• Ability to multitask and work effectively in a fast-paced environment.
• Good problem-solving and guest handling skills with customer-focused mindset.
• Able to perform shift work, including weekends and public holidays where required.
• Basic computer literacy and familiarity with Front Office or reservation systems preferred.

Working location will be at Stamford Place - 61 Stamford Road