Guest Service Executive

PHOENIX OPCO PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hospitality company in Singapore is seeking a Guest Service Executive to ensure guest satisfaction and provide exceptional service at the front desk. The ideal candidate will have a passion for hospitality, strong communication skills, and the ability to manage guest inquiries efficiently. With opportunities for development and training, this is an exciting position in a dynamic environment opening in 2024.

Benefits

Market leading salary packages

Unrivalled opportunities for development

Training from industry leaders

Focus on work-life balance

Qualifications

• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects.
• Previous Front Office experience in the hotel, leisure or retail sector would be an advantage.

Responsibilities

• Manage front desk operations and ensure guest satisfaction.
• Respond to guest inquiries efficiently and provide information.
• Anticipate and exceed guest expectations at all times.
• Resolve guest complaints effectively.
• Ensure a fast and friendly check-in and check-out process.

Skills

Customer service

Communication skills

Organizational skills

Problem-solving

Calmness under pressure

Education

GCE ‘O’ level credits in minimum 3 subjects

Job description

Are you currently working in a service based environment and looking to take your skills to one of the most exciting new brands to hit Singapore?

Are you stuck in an office or a retail store, desperate to show the world how you can wow customers at every interaction?

Do you dream of an ever changing, fast paced team environment where you get coaching and development from some of the greatest names in the industry?

We are looking for people just like you!

QT Singapore is our latest and one of the most exciting new openings in our companies history. Our first venture into Asia, bringing the unique QT brand and world class service standards to one of the worlds leading entertainment, dining and travel destinations.

Aside from being involved from the ground up of what will be one of the most talked about new hotel openings in Singapore for 2024, we offer the following incentives to our staff -

• Market leading, competitive salary packages paid above industry rates
• Unrivalled opportunities for development and growth
• Training and coaching from leading names in global hospitality leadership
• A commitment to employees that work-life balance being paramount to a successfully performing team

If you are working in any service based environment, whether it be in a retail store, an office, within the leisure industry or you are an entrepreneur we want to hear from you. We want to take everything that is good about you and teach you the ways of QT, to turn you into a hospitality superstar.

With the right attitude and a willingness to learn an exciting career in this world awaits you!

The Scope:

As Guest Service Executive, you will ensure the satisfaction of guests throughout their stay at the hotel by responding efficiently to their enquiries and offering advise and information as requested. A Guest Service Executive contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards.

Job Responsibilities:

• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel
• To anticipate and exceed our guest’s expectations at all times
• Reignite Unexpected and Unrequested – on a daily basis going above and beyond for our guests
• identify and look after key VIP guests and deliver VIP Amenities for their stay
• Resolve guest complaints by conducting thorough investigation of the situation and coming up with the most effective resolution
• Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place
• Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel
• Ensure our guests receive a fast, efficient and friendly check in and check out
• Ensure all guests’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained
• Preparation and co-ordination of group arrivals/departures
• Participate regularly in training courses and put the skills learned there into practice
• Receives payment by cash, credit cards, cheques, etc. and is able to post these in the computer correctly
• Have detailed knowledge of the fire, safety and evacuation procedures of the hotel
• Perform other duties assigned by the Front Office Manager or designates
• Respond promptly to guest requests for a supervisor or manager

Qualification:

• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects

Experience:

• Previous Front Office experience in the hotel, leisure or retail sector would be an advantage

Key Competencies:

• Calm, efficient and organized
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information
• Ability to observe and detect signs of emergency situations