SENIOR GUEST SERVICE AGENT

valeside pte ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Holiday Inn Express Singapore is seeking Senior Guest Services Agents to be the frontline for guest experiences. You will greet guests, register and verify details at check-in, and handle payments with accuracy while providing helpful information about hotel services.

You will work closely with the Guest Services Leader and hotel teams to ensure seamless service, respond to inquiries, resolve issues per brand standards, and support smooth revenue operations using Opera PMS reporting.

Qualifications

• Strong customer service skills demonstrated in hospitality or service industry.
• Excellent verbal and written communication and a friendly phone manner.
• Ability to manage multiple tasks while maintaining accuracy and initiative.

Responsibilities

• Check Guests In – greet, register and confirm guest details and payment information at check-in; issue keys.
• Check Guests Out - print and confirm payment details and settle guest bills.
• Answer guests' inquiries promptly and in accordance with brand standards.
• Handle guest complaints professionally and escalate to GSL when needed.
• Process cashiering, payments and foreign currency exchange accurately.
• Meet guest special needs and requests with courteous service.
• Maintain brand standards and OH&S compliance in all tasks.
• Retrieve and print reports for daily room allocation and reservations.

Skills

Customer service

Communication

Multitasking

Job description

What’s the job?

Senior Guest Services Agents (SGSA)s are the key point of contact for our guests. They are reliable, highly motivated and multi-skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.

They work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay.

Your day-to-day

People

• Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
• Participate in programs that drive improvements in team member engagement and are aligned with the ‘Holiday Inn Stay Real Be You’ brand service behaviours.
• Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL.
• Contribute by participation in compliance with federal, state and local laws and safety regulations.
• Clean and Organize Guest Areas and Pick up debris throughout Public Areas.
• Updating constantly on local knowledge to improve the guest experience.
• Responsible for Priority Club Rewards (PCR) Enrolment & Recognition.
• Finance/Admin (Petty Cash Processing, Purchasing, Billing).

Financial

• To assist the Guest Services Leader (GSL) in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes.
• Handling Guest check out and billing in an efficient, friendly and hassle free manner.

Guest Services

• Check Guests In – Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys.
• Check Guests Out - Print and confirm details of payment and bill for guests upon check out
• Answer any guests' enquires practically and simply in adherence to brand standards.
• Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.
• Handle cashiering, payment and foreign currency exchange accurately.
• Reliably handle all special needs and requests of guests and repeat visitors.
• Demonstrate Brand Hearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
• Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.
• Accurately Enter/Update Reservations.
• Handle Telephone Enquires efficiently and effectively.
• Perform in a self-sufficient way in line with business requirements.
• Great Room - Process Guest Food and Beverage Order, Clear Tables (The Great Room).
• Refresh Food and Beverage in The Great Room.
• Meeting Room - Set up Meeting Room, Make Tea and Coffee, Clean Meeting Room.

Responsible Business

• Demonstrate Awareness of Occupational Health and Safety Responsibilities (OH&S) policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• Support the hotel’s corporate responsibility initiatives in the areas of community involvement, environment management, workplace health & safety and food safety, drive action plans as required to achieve hotel corporate responsibility objectives.
• Perform Energy Conservation Checklists.