Guest Relations Supervisor (Front Office)

St. Regis Hotels; Singapore; On-site; SGD 31,000 - 40,000; Full time

Job summary

St. Regis Hotels in Singapore seeks a service-oriented Front Desk Associate to answer, record, and process guest calls, requests, and concerns while directing issues to the appropriate department.

You will advise guests, verify billing, operate the telephone switchboard, assist with directions, and support management with training and coaching of team members. Minimum 1–2 years in hotel operations preferred.

Qualifications

• Answer, record, and process guest calls, requests, questions, or concerns.
• Follow procedures to resolve guest issues and escalate when needed.
• Log guest interactions into the computer system for tracking.

Responsibilities

• Operate telephone switchboard and direct calls as needed.
• Assist guests with directions, property information, and services.
• Maintain professional appearance and uphold hotel standards.

Skills

Customer service

Telephone etiquette

Communication

Teamwork

Tools

POS systems

Computers

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