GUEST SERVICE AGENT

LINK HOTELS INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 27,000 - 40,000; Full time

Job summary

LINK HOTELS INTERNATIONAL PTE. LTD. in Singapore seeks a Front Office professional to warmly welcome guests, perform check-in/out, verify reservations, and handle payments to ensure accurate settlements.

You will maintain guest records in the PMS, coordinate room assignments, respond to inquiries, and liaise with Housekeeping, Maintenance, Reservations and Sales to support guest experiences while upholding safety and compliance.

Responsibilities

• Welcome guests in a professional and courteous manner.
• Perform guest check-in and registration procedures.
• Verify reservations, room allocations, and payment methods.
• Process guest check-outs and ensure all charges are accurately settled.
• Issue and control Guest room key cards according to hotel procedures.
• Maintain accurate guest records in the PMS.
• Update guest profiles, preferences, and reservation details.
• Handle room assignments and room changes.
• Monitor room availability and room status.
• Coordinate guest arrivals, departures, and special requests.
• Answer incoming telephone calls professionally and promptly.
• Direct calls and messages to the appropriate departments.
• Handle internal and external guest communications effectively.
• Liaise closely with Housekeeping regarding room status and guest requests.
• Coordinate with Maintenance on room defects and maintenance issues.
• Work with Reservations and Sales teams on guest bookings and special arrangements.
• Inform relevant departments of VIP arrivals, group arrivals, and special requests.
• Handle guest complaints professionally and efficiently.
• Escalate unresolved issues to the Duty Manager or Front Office Manager.
• Follow up to ensure guest satisfaction and service recovery.
• Promote room upgrades and hotel services.
• Identify opportunities to maximize room revenue through upselling.
• Support hotel revenue objectives while enhancing guest experience.
• Ensure guest confidentiality and data privacy.
• Follow key control, cash handling, and security procedures.
• Report suspicious activities, accidents, or incidents immediately.
• Comply with hotel emergency and safety procedures.
• Complete required reports, logs, and shift handovers.
• Maintain accurate records and documentation.
• Support night audit and reporting activities when required.
• Perform any other duties assigned by Management.

Job description

Guest Check-in & Check-out

• Welcome guests in a professional and courteous manner.
• Perform gues check-in and registration procedures.
• Verify reservations, room allocations, and payment methods.
• Process guest check-outs and ensure all charges are accurately settled.
• Issue and control Guest room key cards according to hotel procedures.

Front Office Operations

• Maintain accurate guest records in the Property Management System (PMS).
• Update guest profiles, preferences, and reservation details.
• Handle room assignments and room changes.
• Monitor room availability and room status.
• Coordinate guest arrivals, departures, and special requests.

Cashiering & Billing

• Process payments via cash, credit cards, and other approved payment methods.
• Maintain and balance cashier floats.
• Post guest charges accurately into the PMS.
• Handle billing enquiries and invoice requests.
• Ensure all financial transactions comply with hotel policies.

Guest Services

• Respond promptly to guest enquiries, requests, and feedback.
• Provide information on hotel facilities, services, local attractions, and transportation.
• Arrange guest services such as wake-up calls, courier services, taxi bookings, and message handling.
• Assist guests with luggage arrangements through Bellman services where applicable.

Telephone & Communication

• Answer incoming telephone calls professionally and promptly.
• Direct calls and messages to the appropriate departments.
• Handle internal and external guest communications effectively.

Coordination with Departments

• Liaise closely with Housekeeping regarding room status and guest requests.
• Coordinate with Maintenance on room defects and maintenance issues.
• Work with Reservations and Sales teams on guest bookings and special arrangements.
• Inform relevant departments of VIP arrivals, group arrivals, and special requests.

Guest Complaint Handling

• Handle guest complaints professionally and efficiently.
• Escalate unresolved issues to the Duty Manager or Front Office Manager.
• Follow up to ensure guest satisfaction and service recovery.

Upselling& Revenue Enhancement

• Promote room upgrades and hotel services.
• Identify opportunities to maximize room revenue through upselling.
• Support hotel revenue objectives while enhancing guest experience.

Safety, Security & Compliance

• Ensure guest confidentiality and data privacy.
• Follow key control, cash handling, and security procedures.
• Report suspicious activities, accidents, or incidents immediately.
• Comply with hotel emergency and safety procedures.

Administrative Duties

• Complete required reports, logs, and shift handovers.
• Maintain accurate records and documentation.
• Support night audit and reporting activities when required.
• Perform any other duties assigned by Management.