Guest Relations Supervisor (Front Office)

The St. Regis Singapore; Singapore; On-site; SGD 28,000 - 36,000; Full time

Job summary

The St. Regis Singapore invites a guest services professional to join our front desk operations. You will answer calls, assist guests with requests, provide information about the property, and ensure follow-up to resolve issues efficiently.

With 1-2 years in a hotel setting, you will help manage communications, log incidents, and support a high standard of service. You will also assist with scheduling and coaching to maintain exceptional guest experiences.

Qualifications

• Minimum 1-2 years of working experience, preferably in the hotel industry.

Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Redirect to appropriate departments and follow up to resolve outstanding requests.
• Advise guests of messages and verify/bill accordingly.
• Operate telephone switchboard and monitor lines; take messages.
• Log guest requests, incidents, and feedback into the system for tracking.
• Assist with directions, property information, and guest inquiries.
• Support management with training, scheduling, and coaching staff.
• Follow company policies and maintain professional appearance.

Job description

Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information. Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

~ Minimum 1-2 Years of working experience preferably in the hotel industry