Hotel Guest Services Executive

HERITAGE SOHO PARTNERS PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

Heritage Collection in Singapore seeks a Guest Experience Executive to drive guest satisfaction and brand presence across properties. You will handle check-ins/outs after training, engage with guests, collect feedback, and coordinate housekeeping and maintenance activities.

The role requires strong communication, organization, and the ability to work independently within a dynamic hospitality environment. Flexibility for weekends, holidays, and after-hours texts is essential.

Qualifications

• Diploma in hospitality preferred (certified copies required)
• At least 1 year of hospitality experience
• 1-2 years of property management experience preferred
• Shift work; off on weekdays or weekends; able to work 6-day weeks and holidays

Responsibilities

• Build and enhance the Heritage brand with a bright, friendly personality to attract new tenants and retain existing ones
• Rotate between buildings to handle check-ins and check-outs after training; expect high activity with up to 30k steps per day
• Develop and maintain positive relations with guests via proactive communication and collect written feedback on performance
• Provide feedback on self check-in system and coordinate with vendors for updates
• Manage guest complaints and escalate or relay feedback to Management
• Report room issues promptly and coordinate with in-house technicians or external vendors
• Coordinate with guests for weekly housekeeping and inspections
• Regularly inspect rooms and common areas to maintain high standards and highlight issues
• Analyze current SOPs and suggest improvements to management for operational efficiency
• Manage supplies (paper goods, cleaning products) and work with external vendors like laundry services

Skills

Strong communication

Organizational skills

Independent worker

Team player

Microsoft Office

Education

Diploma in hospitality

Tools

Excel

Google Sheets

Google Calendar

Job description

Heritage Collection is a boutique hospitality group based in Singapore with a global footprint (properties in Singapore and New York). We have experienced tremendous growth since 2011 and we currently manage a portfolio exceeding 25 properties across Singapore and New York.

We are currently looking for a self-motivated individual with an outgoing personality and passion in customer service, to take on the role of Guest Experience Executive

Your Main Job Scope:

• Build and enhance the Heritage brand with your bright and happy personality so as to attract new tenants and retain existing ones.
• (After proper training) Take charge of a sector and move between buildings to handle check-ins and check-outs - you must be fit and like being on the go! You can clock as many as 30k steps in a day!
• Develop and maintain positive relations with guests via regular and proactive communication. You will be expected to ask guests to provide you written feedback on your performance.
• Provide feedback on our self check-in system and work with vendors when there are updates.
• Manage guest complaints and work to resolve them or provide feedback to Management
• Report room issues in a timely manner - you will work with our in-house technicians or outside vendors to address building maintenance concerns.
• Coordinate with guests for their weekly housekeeping
• Regularly inspect rooms (during housekeeping days) and common areas to ensure a high level of maintenance and proactively highlight issues that need to be addressed
• Analyze current SOPs and make recommendations to the Management to improve operating efficiency
• Manage supplies like paper goods and cleaning products
• Work with external vendors like laundry service providers to ensure operations are not disrupted

Requirements and Qualifications:

• At least a Diploma in hospitality preferred (Certified true copies of certificates must be presented)
• At least 1 year of experience in Hospitality work
• Shift Work, Off on Weekday or Weekend.
• 1-2 years of property management experience preferred.
• Demonstrated proficiency with Microsoft Office like Excel and Google suite of products like Google Mail, Sheets and Calendar.
• Ability to organize and coordinate work efficiently and to set priorities in a demanding work environment.
• Strong verbal and written communication skills.
• Strong interpersonal skills.
• High levels of integrity
• Ability to work independently and as a productive member of a team.
• Ability to work under pressure and meet deadlines.
• Willing to work on 6-day work week, weekend duties, work on public holiday and answer texts (eg guests complaints and enquiries) outside of normal office hours.