Guest Services Ambassador

Pan Pacific Hotels Group; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading hotel group in Singapore is seeking a Front Office Associate to manage guest check-ins and check-outs, ensure satisfaction, and handle complaints. The ideal candidate will have strong customer service skills, be fluent in English, and possess GCE 'O' or 'N' level qualifications. This role offers a dynamic work environment within a modern upscale hotel and the opportunity to contribute to memorable guest experiences.

Qualifications

• Fluent in English with excellent written and oral skills.
• Proven ability to work independently as a self-starter.
• Strong interpersonal and human relations abilities.

Responsibilities

• Check in/out guests and ensure accounts are accurate.
• Handle guest complaints and ensure satisfaction.
• Inform departments of arrivals and room changes.
• Perform cashiering and keep records of guests' accounts.

Skills

Customer service focus

Fluent in English

Interpersonal skills

Flexibility and adaptability

Teamwork

Education

GCE 'O' or 'N' level

Job description

Overview

Singapore

PARKROYAL on Beach Road, Singapore

Rooms

Full-time

PARKROYAL on Beach Road is a modern upscale hotel strategically located at the gateway of Singapore’s historic Kampong Gelam district. The hotel operates 346 spacious guestrooms (from 35 sqm), serving leisure, corporate and MICE segments. It’s events infrastructure includes two high-ceiling, pillarless ballrooms, supported by function rooms and boardrooms for meetings, conferences and social events.

Guests can enjoy diverse dining experiences, from Halal-certified Ginger, celebrating Southeast Asian and localised flavours, to Club 5, a relaxed lounge serving crafted beverages. Wellness facilities include an award wining St. Gregory spa, panoramic sky-view pool and a fully equipped gym on the hotel’s Wellness Floor.

Driven by a passion for people and place, PARKROYAL on Beach Road delivers warm service and authentic local experiences, creating stays that are both meaningful and distinctly Singaporean.

The Role

Position summary statement:

The incumbent will check in/out guests according to hotel procedures and ensure all guests’ accounts are correct and settled upon check out. Attend to all guests’ enquiries and complaints and to ensure guests’ satisfaction.

Responsibilities

• Sell, register and assign rooms to incoming guests, ensuring that registration cards are filled up correctly. Check out departing guests as per procedures.
• Inform relevant departments of arrival, room changes, check out and special arrangements.
• Accepts reservation in the absence of Reservation Assistant.
• Work closely with Front Office Supervisor in tight house situation to ensure maximum utilization of rooms.
• Assist walk-in guests with alternative accommodation in event of a full house situation.
• Record in Handover List of any special arrangements and important matters for follow-up.
• Liaise with Duty Manager or Front Office Supervisor regarding any complaints.
• Perform cashiering and maintain a complete record of guests’ account.
• Check all guests’ bills before presentation to guest upon check out.
• Collect or charge all monies due to the hotel to the respective travel agents or companies.
• Declare all shortages or excess to Accounts Department.
• Attend to all requests and requirements from guests promptly and handle complaints tactfully.
• To ensure all guests preferences are met to the best of our ability and strive to (MADDAM) “Make A Difference, Do A Little More”.
• Create a positive first impression to guests with regards to corporate image.
• Read entries in Communication Book and ensure all instructions and tasks assigned are follow-up.
• Ensure procedures and policies on city ledger are followed.
• To be aware of all VIP and Special Attention guests’ arrivals and departures.
• Ensure all Pan Pacific Discovery Members, VIP and Special Attention guests are met up by Duty Manager, and benefits are explained upon check in.
• To undertake any other reasonable assignment by the Duty Manager and Front Office Manager, as and when required.

Talent Profile

• Should possess GCE ‘O’ or ‘N’ level
• Fluent in English
• Very good written and oral skills
• Proven record of working independently, a self starter
• High customer service focus
• Excellent interpersonal and human relations abilities
• High levels of flexibility and adaptability
• Strong team playing skills
• Act with utmost integrity

How to Apply

PARKROYAL on Beach Road is dedicated to providing equal employment opportunities, including individuals with disabilities.