Guest Services Executive - Front Office

SG Hotels Pte Ltd; Singapore; On-site; SGD 40,000 - 54,000; Full time

Job summary

SG Hotels Pte Ltd is seeking a guest services-oriented professional to ensure a warm welcome and memorable stay experience. You will anticipate guest needs, coordinate with departments, handle feedback, and assist with VIP arrivals while maintaining accurate guest profiles and high standards across the lobby and front desk operations.

The role involves check-in/check-out, reservations, and promoting hotel services, with a focus on safety, service quality, and seamless collaboration across teams.

Responsibilities

• Act as the primary point of contact for guests, ensuring a warm welcome and memorable stay experience
• Anticipate guest needs and provide personalized service throughout their stay
• Handle guest feedback, complaints, and special requests promptly and professionally
• Coordinate with departments such as Engineering, Housekeeping, and Food & Beverage to ensure seamless service delivery
• Monitor guest satisfaction levels and follow up on concerns to ensure resolution
• Assist with VIP arrivals, special occasions, and loyalty program guests
• Maintain accurate guest profiles, preferences, and history in the system
• Conduct pre-arrival planning, including room assignments and special arrangements
• Perform check-in and check-out for guests
• Ensure the lobby and guest-facing areas are well-maintained and presentable
• Promote hotel services, facilities, and in-house events to enhance guest experience
• Handle reservations, inquiries, and concierge-related services when needed
• Ensure compliance with safety, security, and emergency procedures, and clearly understand the roles and responsibilities in accordance with established protocols.
• Prepare reports on guest feedback and service performance
• Perform any other duties as assigned by management

Job description

• Act as the primary point of contact for guests, ensuring a warm welcome and memorable stay experience
• Anticipate guest needs and provide personalized service throughout their stay
• Handle guest feedback, complaints, and special requests promptly and professionally
• Coordinate with departments such as Engineering, Housekeeping, and Food & Beverage to ensure seamless service delivery
• Monitor guest satisfaction levels and follow up on concerns to ensure resolution
• Assist with VIP arrivals, special occasions, and loyalty program guests
• Maintain accurate guest profiles, preferences, and history in the system
• Conduct pre-arrival planning, including room assignments and special arrangements
• Perform check-in and check-out for guests
• Ensure the lobby and guest-facing areas are well-maintained and presentable
• Promote hotel services, facilities, and in-house events to enhance guest experience
• Handle reservations, inquiries, and concierge-related services when needed
• Ensure compliance with safety, security, and emergency procedures, and clearly understand the roles and responsibilities in accordance with established protocols.
• Prepare reports on guest feedback and service performance
• Perform any other duties as assigned by management