Guest Service Agent (Part-Time)

Holiday Inn Express Singapore Serangoon; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading hotel is seeking motivated Guest Service Agents to be the first point of contact for guests. Responsibilities include managing guest check-ins and check-outs, handling inquiries, and ensuring a pleasant stay. Ideal candidates will demonstrate a positive attitude, effective communication skills, and prior hospitality experience.

Qualifications

• Minimum high school/secondary education/diploma preferred.
• Positive attitude, pleasant personality, and good communication skills.
• Hotel operations and/or service experience is preferred.

Responsibilities

• Check guests in and out efficiently.
• Handle inquiries and complaints per brand standards.
• Manage payments and cashiering tasks accurately.

Skills

Communication skills

Positive attitude

Customer service

Education

High school diploma

Job description

What’s the job?

Guest Service Agents (GSAs) are the key point of contact for our guests. They are reliable, highly motivated, and multi-skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services, and food & beverage services throughout the hotel.

They work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay.

Your day-to-day

Financial Returns:

• Assist the Duty Manager in the hotel's revenue growth by leveraging the company's systems, procedures, and business processes.
• Handle guest check-out and billing efficiently, friendly, and hassle-free.

People:

• Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
• Participate in programs that drive improvements in team member engagement and are aligned with the ‘Holiday Inn Express Make Every Interaction Counts’ brand service behaviors.
• Ensure own productivity and that of the team by planning and assigning work and establishing performance and development goals as set by the Duty Manager.
• Contribute to compliance with federal, state, and local laws and safety regulations.

Guest Experience:

• Check Guests in – Greet, register, and confirm guest particulars and payment details upon check-in. Issue keys.
• Check Guests Out – Print and confirm details of payment and bill for guests upon check-out.
• Answer guest inquiries practically and simply in adherence to brand standards.
• Handle guest complaints appropriately, adhering to brand standards.
• Manage cashiering, payments, and foreign currency exchange accurately.
• Handle special needs and requests of guests and repeat visitors reliably.
• Maintain compliance with all brand standards, behaviors, hallmarks, and license agreement mandates, demonstrating Brand Hearted behaviors.
• Retrieve and print reports from Oasis PMS for daily room allocation.
• Enter/Update Reservations accurately.
• Handle telephone inquiries efficiently and effectively.
• Perform self-sufficiently in line with business requirements.
• Great Room – Process guest food and beverage orders, clear tables, and refresh food and beverage in The Great Room.
• Meeting Room – Set up meeting room, make tea and coffee.
• Organize guest areas and pick up debris throughout public areas.
• Update local knowledge to improve guest experience.
• Handle IHG Rewards Club enrollments and recognition.
• Manage finance/admin tasks such as petty cash processing, purchasing, and billing.

Perform other duties as assigned by management.

What we need from you

• Minimum high school/secondary education/diploma preferred.
• Positive attitude, pleasant personality, and good communication skills.
• Hotel operations and/or service experience is preferred.
• Basic computer literacy required.