Guest Service Executive (Hotel)

Travelodge Harbourfront; Singapore; On-site; SGD 27,000 - 36,000; Full time

Job summary

Travelodge Harbourfront in Singapore is seeking a Guest Service Executive to manage reservations and day-to-day operator duties, while supporting hotel administration within Operations. The role involves handling enquiries, coordinating with Sales to upsell, and ensuring guest satisfaction across departments.

The ideal candidate has a hospitality-related Diploma/ITE, strong communication, and the ability to work rotating shifts, including weekends and public holidays.

Qualifications

• Diploma/ITE in hospitality or tourism management or related field.
• Able to work on rotating shifts, weekends and public holidays.
• Strong communication and people skills.
• Detail-oriented with good follow-up and customer service.

Responsibilities

• Handle all inbound enquiries via phone, email, online, and in person.
• Collaborate with Sales to maximise revenue and upsell rooms/services.
• Follow up on cancellations and refunds and monitor guest feedback for improvements.
• Listen actively to capture guest needs and deliver premium experiences.
• Coordinate with Housekeeping and Front Office to ensure guest requests are fulfilled on time.
• Communicate with other departments to provide top-notch service.
• Process check-ins/outs, verify identity, payment method, assign rooms, issue keys.
• Enter Travelodge Rewards information and ensure rate accuracy.

Skills

Communication skills

Team player

Detail-oriented

Customer service

Ownership & accountability

Education

Diploma/ITE in hospitality or tourism management

Job description

JOB OVERVIEW

The Guest Service Executive is responsible for all aspects of the reservation and operator role in day-to-day hotel operations, and assisting in hotel administration tasks related to Operations.

RESPONSIBILITIES

• Responsible for all internal and external telephone, email, internet and ‘in person’ enquiries
• Working closely with Sales department to maximise revenue by converting enquiries, recognising business prospects and opportunities to upsell rooms and services, while preventing overbooking situations
• Follow up on any cancellation and processing of refunds, monitoring guest complains / feedback and drop-off trends to provide timely feedback to facilitate service improvement
• Exercise effective listening to capture relevant information and provide a premium experience for the guest
• Ensure all guest requests are effectively delivered to Housekeeping and Front Office, and that follow up is completed punctually to ensure guest expectations are met
• Liaise with all departments to ensure the best services is provided to our customers
• Process all guest check-ins and check-outs, verifying guest identity, form of payment, assigning room, and activating/ issuing room key
• Enter Travelodge Rewards information
• Ensure rates match market codes, document exceptions
• Compile and review daily reports/ logs/ contingency lists
• Complete cashier and closing reports (accurate cashier record, including process all payment types, vouchers, paid out, balance and drop receipts & others)
• Perform all other duties assigned by Supervisor or Management

QUALIFICATIONS & REQUIREMENTS

Qualifications:

• Diploma/ ITE in hospitality or tourism management or a related field with experience.
• Able to work on rotating shift, weekends, and PH
• Team player who is organised and able to work independently
• Outstanding communication and people skills
• Detailed oriented and strong customer service skills
• Can motivate fellow team members
• Mature, responsible and takes ownership
• Able to identify problems and issues in a pre-emptive manner, and escalation them to superior promptly
• Meticulous with strong attention to details with good follow-up

Work Location:

50 Telok Blangah Road, 098828 Singapore