Guest Service Executive (Front Office)

GRAND IMPERIAL HOTEL PTE. LIMITED; Singapore; On-site; SGD 32,000 - 48,000; Full time

Job summary

Hilton in Singapore is seeking a friendly Guest Service Executive to be the first point of contact for guests. You will check in/out, answer inquiries, and ensure every guest feels welcomed.

You will use the PMS system, assist with requests, upsell hotel services, maintain guest records, and coordinate with departments to resolve issues promptly. A passion for delivering memorable hospitality is essential.

Qualifications

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work a 12-hours shift, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service

Responsibilities

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications
• Guest services: Luggage assistance, delivery of items when necessary.
• Problem Solving: Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.
• Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization

Skills

Guest service experience

PMS proficiency

Communication skills

Multitasking

English proficiency

Shift work

Tools

PMS software

Job description

You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Service Executive, you’re not just ensuring a seamless check-in and check-out process – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities:

Here’s what you’ll do during a typical day:

• Deliver a warm welcome: Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• Support efficient check-out: Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Provide hotel and local knowledge: Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Promote hotel services: Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Delight our guests: Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications
• Guest services: Luggage assistance, delivery of items when necessary.
• Problem Solving: Resolve guest concerns professionally and efficiently. Collaborate with departments to fulfill guest needs promptly.
• Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.

Qualifications - What are we looking for?

• Previous experience in a guest service or front office role within the hospitality industry.
• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally.
• Proficiency in hotel property management systems (PMS) and general front office procedures.
• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment.
• Proficiency in English; additional languages are a plus.
• Ability to work a 12-hours shift, including nights, weekends, and holidays.
• A positive attitude and a genuine passion for providing exceptional guest service

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!