Guest Service Ambassador

PARKROYAL SERVICED RESIDENCES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading serviced residence in Singapore seeks a Guest Service Ambassador to enhance guest experiences. Responsibilities include managing reservations, assisting guests with inquiries, and ensuring a positive environment. Candidates should possess excellent customer service skills, and experience in hospitality is preferred. This dynamic role offers opportunities to connect with guests and facilitate memorable stays.

Qualifications

• Experience in hospitality or guest services preferred.
• Strong interpersonal skills and ability to handle guest queries effectively.
• Knowledgeable about Food and Beverage operations.

Responsibilities

• Handle guest reservations, inquiries, and complaints professionally.
• Develop relationships with guests to enhance their stay experience.
• Perform cashier functions and ensure transaction accuracy.

Skills

Customer Service

Communication

Sales Skills

Problem Solving

Tools

Property Management System (PMS)

Job description

Position Summary Statement:

Guest Service Ambassador directly addresses the needs of all guests/customers and ensures an exceptional guest/customer experience. They are responsible for increasing the overall guest's stay experience and meeting or exceeding guest expectations by providing efficient and courteous service in accordance with Serviced Suites requirements.

Primary Responsibilities:

1. Treat all guests with respect and handle room reservations, walk-in requests, registration processes, or complaints professionally, with special attention to Long Staying Guests (LSG) and VIPs.
2. Develop and maintain close business contact with in-house guests to provide a positive impression.
3. Handle all incoming calls from internal or external parties promptly and pleasantly, take messages accurately, and deliver wake-up calls timely, following Pan Pacific guidelines. Follow up with LSG to obtain guest requirements during their stay, feedback, and special preferences.
4. Ensure timely responses to guest inquiries via websites and email.
5. Plan, organize, and coordinate quarterly activities for guests and suggest ideas to enhance their stay. Ensure all guest data are updated in the PMS system.
6. Be knowledgeable about Food and Beverage operations to assist during breakfast at the Pacific Lounge, adhering to food safety and hygiene policies.
7. Maintain cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
8. Collaborate with team members and other departments to ensure prompt sharing of information.
9. Perform cashier functions, including posting charges, ensuring transaction accuracy, and safeguarding the Front Office Cash Float.
10. Develop sales skills to maximize room revenue and present pricing options to guests.
11. Be familiar with the property's standards, products, services, promotions, events, and operating hours, ensuring compliance with hotel policies.
12. Develop a working knowledge of the Property Management System (PMS).
13. Prepare welcome folders and relevant materials for LSG guests prior to arrival.
14. Handle all incoming calls promptly and pleasantly.
15. Strive to meet front office objectives such as up-selling, guest preferences, and the Discovery Loyalty Programme.
16. Ensure all vouchers, rebates, paid-outs, and voids are properly authorized before submission to Finance.
17. Perform other duties as assigned by management.
18. Enforce and comply with rules and regulations outlined in the Employee Handbook and Workplace Safety and Health policies, reporting any issues that could harm staff or guests.