Guest Relations Trainee

Keck Seng Hotel; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading hotel in Singapore is seeking an individual to assist in front office operations, ensuring guest satisfaction and efficient service. Responsibilities include overseeing daily activities, addressing inquiries professionally, and guiding associates to achieve hotel goals. Experience in hotel management and strong customer service skills are essential for this role.

Qualifications

• Experience in hotel operations or front office management is preferred.
• Strong customer service orientation.
• Ability to address guest inquiries professionally.

Responsibilities

• Assist the DM/SDM in directing and supervising activities.
• Handle operational tasks and guest services.
• Guide front office associates to meet hotel goals.

Job description

BASIC FUNCTION

Responsible for assisting the DM/SDM in directing and supervising the activities of the department.

Attend to all guests’ inquiries, improvement feedbacks and compliments and attend to guests’ needs promptly and professionally.

Assigning rooms for all arriving guests after checking the guest preferences in the absence of Room Controller.

Awareness of duty care and adhere to occupational, health and safety legislation, policies and procedures.

DUTIES & RESPONSIBILITIES

Daily

• Responsible for all operational activities in the department.
• Be familiar with all rooms situation of the hotel, all room types and rates, promotions and new package plans.
• Be informed of room situation, expected occupancy, VIP arrivals, promotions, banquet and conference events.
• Oversee VIP guests, arrivals and departures.
• Provide outstanding customer service and ensure guest satisfaction.
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Provide direction and guidance to Front Office associates to meet hotel goals.
• Address guest inquiries and concerns in a timely and professional manner.
• Welcome, greet and meet customers at lobby.
• Coordinate closely with Duty Manager to enhance better skills and increase knowledge.
• Maintain and ensure cleanliness and orderliness at the Front Desk and all areas of the Lobby and public areas. Initiates corrective actions deemed necessary.
• Perform other duties as assigned by the Management.

Weekly – Assisting SDM/DM to overseeing the daily operation run smoothly.

Monthly – Attend monthly Front Office meeting and provide solution and open discussion during day-to-day operation.

Yearly – Ensure Hotel Vision, Mission and Core Value are met and executed accordingly. Guide associates who in doubt.