Senior Guest Service Agent

Holiday Inn Express Singapore Orchard Road; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

Holiday Inn Express Singapore Orchard Road recherche un Senior Guest Service Agent passionné par l'hospitalité. Le candidat favorisera une expérience client exceptionnelle, de l'accueil à la gestion des réservations. Ce poste essentiel exige une excellente communication et une capacité d'adaptation dans un environnement dynamique. Rejoignez une équipe dédiée et contributez au succès de l'hôtel en offrant un service inégalé et en créant des souvenirs mémorables pour nos invités.

Benefits

Petit-déjeuner gratuit

Accès au centre de fitness 24h/24

Wi-Fi haut débit gratuit

Qualifications

• Minimum 2 ans d'expérience dans un rôle face aux clients, de préférence dans l'industrie hôtelière.
• Compétences de communication et interpersonnelles excellentes.
• Flexibilité avec les horaires de nuit, week-end et vacances.

Responsibilities

• Accueillir les clients chaleureusement et gérer les réservations.
• Prendre en charge les transactions en espèces et par carte de crédit.
• Organiser l'enregistrement et le départ des clients.

Skills

Excellente communication

Service à la clientèle

Résolution de problèmes

Adaptabilité

Education

High school diploma

Diplôme universitaire (un atout)

Job description

About the role

As a Senior Guest Service Agent at Holiday Inn Express Singapore Orchard Road, you will be responsible for delivering exceptional customer service and ensuring a seamless experience for all 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. You will be an integral part of our Front Office & Guest Services team, contributing to the overall success of the hotel.

Your day-to-day:

• 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 telling them about ways to improve their stay

• Handle cash and credit transactions

• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes

• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary

• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed

• Take pride in your appearance and place as a brand ambassador

• Always know what events and activities are on the day’s schedule

• Jump into other ad-hoc duties when your colleagues need your help

What we're looking for

• Minimum 2 years' experience in a guest-facing role, preferably in the hospitality industry

• Excellent communication and interpersonal skills, with the ability to engage with guests of diverse backgrounds

• 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 passion for hospitality and a genuine desire to create memorable guest experiences

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to

• Your problem-solving skills will turn issues into opportunities so every guestleaveswith great memories

• Fluency in the local language - extra language skills would be great, but not essential

• Flexibility - night, weekend and holiday shifts are all part of the job

• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential

• Experience -ideallyyou’ll have spent at least one year in a front desk or guest service position

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

About us

Holiday Inn Express Singapore Orchard Road is a modern and vibrant hotel located in the heart of Singapore's iconic shopping district. As part of the InterContinental Hotels Group (IHG), we are dedicated to providing our guests with a comfortable and seamless stay, offering amenities such as a 24-hour fitness centre, complimentary breakfast, and high-speed Wi-Fi.

If you're passionate about hospitality and eager to join a dynamic team, apply now to become our next Senior Guest Service Agent.