Guest Relations Supervisor (Front Office)

St. Regis Hotels; Singapore; Presencial; SGD 35.000 - 50.000; Jornada completa

Descripción de la vacante

St. Regis Hotels in Singapore is seeking a customer-focused guest services associate to answer and log guest calls, process requests, and provide directions and information about the property. You will operate the switchboard, monitor lines, and ensure follow-up on outstanding items to maintain service excellence.

The role emphasizes professional language, confidentiality, and teamwork, with opportunities to train and coach colleagues and contribute to the department’s performance standards.

Formación

• Minimum 1–2 years of hotel industry experience.
• Excellent communication and guest service skills.
• Ability to operate telephone switchboard and POS systems.

Responsabilidades

• Answer, record, and process guest calls, requests, questions, or concerns.
• Log guest requests and incidents into computer systems for tracking.
• Operate telephone switchboard and monitor lines; follow up with callers.
• Provide guests with directions and property information.
• Assist in training and coaching hotel staff to maintain service standards.

Conocimientos

Customer service

Telephone etiquette

Communication

Herramientas

POS systems

Descripción del empleo

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