Guest Services Executive

NAUMI HOTELS SG PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hotel in Singapore is seeking an individual who will manage guest interactions, perform essential check-in and check-out tasks, and provide top-notch concierge services. Candidates should have at least GCE ‘O’ level or equivalent education coupled with a minimum of 2 years in the hospitality industry. The ideal candidate is energetic, possesses excellent communication skills, and is dedicated to delivering exceptional guest experiences. This role offers opportunities to engage with guests directly, ensuring their needs are perfectly met during their stay.

Qualifications

• Minimum 2 years of hospitality experience.

Responsibilities

• Understand and operate the Opera cloud-based PMS.
• Meet and greet guests upon their arrival at the hotel.
• Assist with luggage requests.
• Perform effective and efficient check-in tasks.
• Escort guests to room and introduce amenities.
• Promote hotel facilities and services.
• Perform accurate check-out tasks.
• Answer phone calls within three rings.
• Record guests needing assistance and incidents.
• Run daily reports for special requests and follow-ups.
• Follow up with daily pending tasks.
• Manage reservations for walk-in guests when necessary.
• Interact warmly with guests, making them feel valued.
• Act as a lobby ambassador proactively.
• Attend to guests’ queries and special requests professionally.
• Own feedback received by guests and ensure timely follow-up.
• Provide concierge services, including leisure activity recommendations.
• Coordinate with other hotel departments for guest experience.
• Maintain cleanliness and hygiene of public areas.
• Complete daily shift tasks and ensure smooth transitions.

Skills

Positive service mindset and willing to go the extra mile

Energetic and cheerful disposition

Enjoy interacting with people

Good communication (verbal and written) and human relations skills

Good planning, organising and coordination skills

Ability to work independently and take initiative

Good grooming standards and personal presentation

Flexibility on working days and hours including weekends and public holidays

Education

GCE ‘O’ level / Certificate in Hospitality or Tourism / Diploma in Hospitality

Job description

Key Job Tasks

• Understand and know how to operate the Opera cloud-based on property management system.
• Meet and greet guests upon their arrival at the hotel.
• Assist with luggage requests.
• Perform all check-in tasks effectively and efficiently.
• Escort guests to room and introduce the amenities in the room.
• Share and promote the facilities and services offered by the hotel.
• Perform all check-out tasks effectively and ensure billing is accurate.
• Answer phone calls within three rings.
• Record any guests that need assistance and/or incidents.
• Run daily reports to identify any special requests and check reports, logs and contingency lists for follow‑up and accuracy.
• Follow up with daily pending tasks.
• Take and manage reservations for walk-in guests and/or when reservation department is closed.
• Interact with guests warmly and appropriately, making them feel welcomed and valued.
• Be a lobby ambassador proactively.
• Attend to guests’ queries, needs and other special requests professionally and promptly.
• Take ownership of feedback received by guests and seek assistance from Manager on duty if necessary to ensure prompt follow‑up with guests, ensuring their satisfaction.
• Provide related concierge services (e.g. give recommendation on leisure activities, places to visit and transport/travel arrangements, etc.)
• Coordinate with the other hotel departments to provide a seamless stay experience for guests.
• Maintain a high standard of cleanliness, hygiene, and presentation of public areas.
• Ensure daily shift tasks are completed dutifully and smooth shift transition.

Education

• GCE ‘O’ level / Certificate in Hospitality or Tourism / Diploma in Hospitality or equivalent with a minimum 2 years of hospitality experience.

Skills

• Positive service mindset and willing to go the extra mile
• Energetic and cheerful disposition
• Enjoy interacting with people
• Good communication (verbal and written) and human relations skills
• Good planning, organising and coordination skills
• Ability to work independently and take initiative
• Good grooming standards and personal presentation
• Flexibility on working days and hours including weekends and public holidays