Guest Service Executive

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

Job summary

ibis Singapore Novena is seeking a Guest Service Executive to oversee front desk operations and ensure a seamless guest experience. You will handle check-ins, check-outs, reservations, and payments while delivering proactive guest relations.

Knowledge of hotel services, cash handling, and PMS usage is essential. Strong English communication and interpersonal skills help you resolve issues quickly and uphold brand standards throughout the guest journey.

Qualifications

• Minimum 1 year of hospitality or customer service experience.
• Proficient in written and spoken English.
• Second language could be advantageous.
• Strong interpersonal and customer service skills.

Responsibilities

• Oversee front desk operations, check-ins and check-outs.
• Manage reservations and payments using the PMS.
• Provide proactive guest relations and resolve issues promptly.
• Coordinate with Housekeeping, F&B, and Maintenance while following safety protocols.

Skills

Customer service

Cash handling

Interpersonal skills

English communication

Job description

Company Description

At ibis Singapore Novena, value and comfort are woven into every experience we create — from our modern, welcoming spaces to our hassle-free guest journeys. Strategically situated amidst the Asian Medical Hub of Mount Elizabeth Hospital and right on the outskirts of the city centre, our hotel sits just a 10-minute walk from United Square and Velocity Mall, and a quick 15-minute drive from Orchard Road and the Central Business District. More than an affordable hotel, we are a vibrant, practical destination where quality hospitality, guest connection, and smooth stays come together. Our service culture is built on active listening, problem-solving, and adaptability, encouraging our teams to bring positive energy to every interaction. Here, every role contributes to a hotel experience that feels welcoming, reliable, and alive — where people are empowered to take initiative, look ahead, and bring our service to life through care that is personal, authentic, and unmistakably helpful.

Job Description

The Guest Service Executive is responsible for overseeing all operations of the front desk and guest services area to ensure an exceptional and seamless experience for all guests and visitors.

The GSE handles all front office operations, including efficient check-ins and check-outs, managing reservations and processing payments. A key function is proactive guest relations and the immediate, professional resolution of any guest concerns or issues to uphold the hotel's brand standards and drive overall guest satisfaction. The GSE must maintain detailed knowledge of hotel services and adherence to cash handling and security procedures.

Primary Responsibility

• Guest Experience & Service Excellence: Deliver outstanding hospitality by efficiently managing guest check-ins, check-outs, and reservations, while providing helpful concierge recommendations and resolving guest complaints promptly.
• Administrative & Operational Accuracy: Handle secure daily cash management and reconciliation, process payments, and accurately operate the Property Management System (PMS).
• Communication & Compliance: Maintain clear coordination with Housekeeping, F&B, and Maintenance, while strictly adhering to hotel safety protocols, key controls, and brand standards.

Qualifications

• Minimum 1 year of relevant experience in hospitality, customer service, or a related service environment.
• Proficient in written and spoken English.
• Ability to communicate in a second language would be an advantage.
• Good interpersonal and customer service skills.