Guest Service Agent (Front Office)

Dao by Dorsett AMTD Singapore; Singapore; On-site; SGD 25,668 - 37,944; Full time

Job summary

Dao by Dorsett AMTD Singapore is seeking a Guest Service Agent to join our fast-growing team. Based at Dao by Dorsett AMTD Singapore, you will greet guests, check-in/out, and provide accurate information about facilities, hours and events.

You should have 1–2 years of Front Office or customer service experience, good written and spoken English, and strong interpersonal skills. The role requires a presentable appearance and the ability to handle shifts and multitask in a dynamic environment.

Qualifications

• Good written and oral communication skills.
• Good social and interpersonal skills.
• Knowledge of computer and hotel software.
• Ability to multitask and work under pressure.
• Presentable and well groomed.
• Ability to work in rotational shift as per the demand of the operation.

Responsibilities

• Greet guests and conduct check-in/check-out accurately and efficiently.
• Ensure privacy and confidentiality of guest information.
• Provide information on facilities, services, hours, events.
• Address guest concerns and report to management when needed.
• Coordinate with Housekeeping on room status and special instructions.
• Handle guest payments and billing queries per procedures.
• Conduct wakeup calls and Night Audit tasks as required.
• Enter reservations accurately and maintain the database.
• Provide handover before shift end.

Skills

Communication skills

Interpersonal skills

Multitasking

Presentable appearance

Attention to detail

Education

O Levels and above

Job description

We are looking for a Guest Service Agent to join our exciting and fast-growing company. Based at Dao by Dorsett AMTD Singapore, you have an important responsibility - but like all positions in Dao, you are not alone! We are here to assist by supporting you with great practices. You will have the chance to work with a great team of people, and more importantly, we will provide you a career with Dao and give you an opportunity to be yourself.

DUTIES & RESPONSIBILITIES

• Adhere to our grooming standards at all times.
• Welcomes and greets guests (by name if known) always in a warm and friendly manner.
• Conducts guest’s Check-In & Check-Out in an accurate, efficient and friendly manner. Conducts in-room orientation in a professional manner. Issues keys based on strict established procedures.
• Ensures that all guest’s registry information is complete and handled with privacy and confidentiality.
• Familiarizes him/herself with all information regarding the property’s facilities, services, operating hours, special promotions and events at all times.
• Updates him/herself in all citywide special events so as to provide residents with accurate information and advice when requested.
• Addresses all guests’ concerns, complaints and unusual incidents experienced with the utmost urgency and reports to the management.
• Coordinates properly with Housekeeping regarding room status (check-in, check-out and other special instructions for the tenants)
• Knows by heart all emergency and safety procedures, and to properly act based on them when the situation arises.
• Maintains the cleanliness and neatness of all work areas, utilizing free time cleaning and tidying up.
• Provide proper handover before shift end.
• Maintains the Residents’ Lounge in good order by checking that items are replenished, everything is correctly in place.
• Conducts accurate handling of payment transactions based on strict established procedures. (i.e. Cash & paid-outs, credit cards)
• Coordinates with finance department in settlement of guest folios, handling special billing instructions as well as other billing related queries.
• Conducts wakeup call and Night Audit Tasks based on established procedures and guidelines.
• Ensures that all reservations are entered accurately, and database update maintained consistently.
• Develops and maintains an accurate and updated filling system of all correspondence for easy access and retrieval.
• Transfers calls to guests and takes messages accurately using the standard approved phrasing.
• Activates voice mail system in the event that the reception desk is unattended at any given time.
• Any other duties as directed.

QUALIFICATION

• O Levels and above

EXPERIENCE

• Minimum of 1 – 2 years in Front Office operations / Customer Service

KNOWLEDGE, SKILLS AND ABILITIES

• Good written and oral communication skills
• Good social and interpersonal skills
• Knowledge of computer and hotel software
• Ability to do multitasking and work well under pressure
• Presentable and well groomed
• Ability to work in rotational shift as per the demand of the operation.