Guest Services Executive

EL DEVELOPMENT (VENTURES) PTE. LTD.; Singapore; On-site; SGD 29,000 - 42,000; Full time

Benefits offered by this job

Walking distance from City Hall MRT

5 days work week

Duty meals and uniform provided

Comprehensive medical benefits

Birthday Leave

Caregiving Leave

AWS

F&B and worldwide hotel discounts

Job summary

EL DEVELOPMENT (VENTURES) PTE. LTD. is seeking a Guest Services Executive to deliver outstanding service at our front desk in a Singapore hotel.

You will greet guests, assist with check-in/check-out, upsell room categories where appropriate, and coordinate with housekeeping and other departments. The role requires excellent communication, 1 year of experience, and the ability to work in a fast-paced environment.

Qualifications

• Minimum 1 year experience in similar capacity.
• Excellent communication and interpersonal skills with colleagues and guests.
• Excellent customer service skills and enjoy creating delightful moments for guests.
• Able to thrive in a dynamic and fast paced environment.
• Read, write and speak English fluently.

Responsibilities

• Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge.
• Assist guests with check-in and check-out, and other cashiering duties.
• Register guests and assigns rooms according to their reservation confirmation.
• Upsell higher room categories to guests whenever possible.
• Maintain the privacy of all guests by ensuring their details are kept confidential.
• Understand room types and coordinate with Housekeeping to manage room status.
• Adhere to proper credit matters and cash handling policies.
• Communicate via internal logs with colleagues.
• Handle guest feedback and attempt first person recovery steps.
• Monitor front office emails and respond effectively.
• Provide guidance and on-the-job training for Guest Services Officers.
• Ensure all daily front desk tasks are completed.
• Ensure arrival/departure procedures follow SOP; suggest improvements.
• Assist Executive Lounge and Concierge duties when required.
• Provide warm welcome and fond farewell per hotel standards and SOPs.
• Assist guests throughout their stay and provide reasonable solutions.
• Be familiar with hotel products and services and recommend accordingly.
• Alert Security or Duty Manager of suspicious persons/articles.
• Maintain knowledge of all hotel products and services.
• Keep Front Office areas clean and neat.
• Be familiar with Emergency Procedures, Policies and SOPs.
• Attend briefings, meetings and trainings as assigned.
• Perform other duties as assigned by management.

Skills

Excellent communication

Interpersonal skills

Customer service

Problem solving

English fluency

Job description

Summary

Guest Services Executive focuses on customer service and foster relationships with other departments to ensure that guests' needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel. He/She supervises the front desk in the absence of the Duty Manager, attend to guest feedbacks and attempt to perform first person recovery steps.

Job Responsibilities

• Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge
• Assist guests with check-in and check-out, and other cashiering duties
• Register guests and assigns rooms according to their reservation confirmation
• Work towards maximising room revenue by upselling higher room categories to guests whenever possible
• Maintain the privacy of all guests by ensuring their details are kept strictly confidential
• Understand all room types and work with Housekeeping to manage room status effectively
• Adhere to proper credit matters and cash handling policies and procedures
• Understand the usage of internal communication logs to communicate effectively with other colleagues
• Handle guest feedback and attempt to perform first person recovery steps
• Monitor front office emails and respond to them effectively
• Provide guidance and on job training for Guest Services Officer
• Ensure and check that all daily front desk tasks are completed
• Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly
• Assist to perform Executive Lounge and Concierge duties whenever required
• Provide warm welcome and fond farewell in accordance to hotel standards and SOPs
• Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions
• Be familiar with hotel products and services and recommend to guests accordingly
• Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby
• Maintain complete knowledge of all hotel products and services
• Maintain the cleanliness and neatness of the Front Office areas
• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel
• Attend all briefings, meetings and trainings as assigned by management
• Perform other reasonable duties as assigned by the management

Qualifications

• Minimum 1 year experience in similar capacity
• Excellent communication and interpersonal skills with colleagues and guests
• Excellent customer service skills and enjoy creating delightful moments for guests
• Able to thrive in a dynamic and fast paced environment
• Strong analytical and problem-solving skillsStrong operational leadership with a business mindset
• Read, write and speak English fluently

What's in it for you?

• Centralised location, walking distance from City Hall MRT
• 5 days work week
• Duty meals and uniform provided
• Comprehensive medical benefits
• Birthday Leave
• Caregiving Leave
• AWS
• F&B and worldwide hotel discounts