Senior Guest Service Agent

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

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 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 job 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 guest leaves with 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 - ideally you’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.