Senior Front Desk & Guest Experience Lead

Holiday Inn Express Singapore Orchard Road; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

Holiday Inn Express Singapore Orchard Road is seeking a Senior Guest Service Agent to welcome guests, manage reservations, and deliver exceptional service at the front desk and during related hotel services. You will engage with diverse guests, handle inquiries, and support team operations to ensure a seamless stay.

The role emphasizes strong communication, problem-solving, and a genuine hospitality mindset.

Qualifications

• Minimum 2 years' experience in a guest-facing role, preferably in hospitality.
• Excellent communication and interpersonal skills to engage diverse guests.
• Strong problem-solving and decision-making skills, with a focus on providing exceptional customer service.
• Familiarity with hotel front office systems and procedures.
• Flexible and adaptable to work in a fast-paced environment.
• A high school diploma or qualification; a college/university degree would be a bonus, but not essential.
• Experience - at least one year in a front desk or guest service position.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and informs guests about ways to improve their stay.
• Handle cash and credit transactions.
• Check guests in and out quickly - verify IDs, issue keys, and manage safety boxes.
• Record and act on guest preferences, and handle messages, requests, questions and concerns.
• Be a trusted contact for all guests and assist with bill issues or local knowledge as needed.
• Follow safety procedures and report incidents as required.
• Act as a brand ambassador and stay informed about daily events and activities.

Skills

Communication skills

Problem solving

Interpersonal skills

Flexible / adaptable

Customer service mindset

Education

High school diploma

University degree (bonus)

Tools

Front office systems

Job description

Holiday Inn Express Singapore Orchard Road is seeking a Senior Guest Service Agent to welcome guests, manage reservations, and deliver exceptional service at the front desk and during related hotel services. You will engage with diverse guests, handle inquiries, and support team operations to ensure a seamless stay.

The role emphasizes strong communication, problem-solving, and a genuine hospitality mindset.