Guest Service Executive

The Standard, Singapore; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

The Standard, Singapore is seeking a Guest Service Executive to warmly welcome guests, manage check-ins and check-outs, and maintain guest profiles with a meticulous eye for detail.

You will coordinate with housekeeping for room status, respond to enquiries, and uphold the hotel's service standards while contributing to revenue through upselling and excellent guest care.

Qualifications

• Strong focus on guest satisfaction and service quality.
• Able to multi-task and stay calm during busy periods.
• Excellent communication and problem-solving abilities.

Responsibilities

• Check-in and check-out guests in a friendly and caring manner.
• Review arrivals and departures and be familiar with guest profiles.
• Complete guest registration and accommodate special requests when possible.
• Identity and anticipate guests’ needs to provide personalised service.
• Create delightful moments and thoughtful gestures for guests.
• Coordinate room status updates with housekeeping and notify early/late requests.
• Handle front office transactions and balance cash at end of shift.
• Respond to guest enquiries by phone or in person, and refer issues as needed.
• Maintain up-to-date knowledge of hotel services and events.
• Promote in-house sales and upselling programs to maximise revenue.

Skills

Attention to detail

Teamwork

English

Customer service

Positive attitude

Job description

Responsibilities:

• Check-in and out guests in a friendly and caring manner according to the guidelines set by the hotel.
• Review arrivals and departures and be familiar with guest profiles.
• Upon arrival, complete guest registration process and accommodate special requests whenever possible.
• Identify and anticipate guests’ needs to ensure personalised service is provided.
• Make memories by creating a series of delightful moments and thoughtful gestures to guests.
• Prepare requests for amenities and update traces in Opera Cloud.
• Handle all front office cashiers’ transactions such as posting of charges to guests according to procedures. At the end of shift, balance the cash float.
• Address all guest enquiries in a friendly and caring manner, whether by telephone or in person. Provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and inclusive of handling messages or dealing with complaints.
• Coordinate room status updates with the housekeeping department by notifying them of early check-ins, late check-outs, special requests, and last-minute bookings.
• Keep themselves informed of product and services, up-to-date information, hotel’s daily events and meeting activities.
• Possess a working knowledge of the room reservation procedures.
• Promotes in-house sales, facilities and upselling program in order to maximise revenue.
• Complete daily checklists of duties and ensure that a detailed handover is carried out between shifts including special guests, tasks to becompleted.
• Maintains appropriate standards of conduct and style for the Front Office department.

Requirements:

• Attention to detail and a focus on service.
• Ability to work effectively and contribute to a team.
• Self-motivated, energetic, and friendly personality.
• Well-presented and groomed.
• Proficient in English, additional language skills are a plus.
• Willingness to work shifts, including weekends and public holidays.

The Standard, Singapore offers opportunities for career advancement within the hospitality industry. As a Guest Service Executive, you will gain valuable experience to build potential to progress into supervisory or management roles.