Senior / Guest Service Executive

VILLAGE HOTEL KATONG; Singapore; On-site; SGD 27,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Flexible benefits

Birthday leave and vouchers

Annual health screening

Insurance coverage

Job summary

Village Hotel Katong in Singapore is seeking a Front Office/Guest Services professional to deliver courteous guest experiences, handle inquiries, and upsell room revenue. The role reports to the Assistant Manager and requires strong communication and leadership.

You will work rotating shifts, including weekends and public holidays. The ideal candidate holds a Diploma in Hospitality or related field, with prior Front Office or Guest Services experience, and presents a professional appearance.

Qualifications

• Diploma in Hospitality, Tourism, or related field is required.
• Strong communication and problem-solving skills to handle guest enquiries and feedback effectively.
• Leadership qualities with the ability to guide and support team members.
• Well-groomed and professional in appearance and conduct.
• Willing to work rotating shifts, weekends, and public holidays.
• Prior experience in Front Office or Guest Services preferred.

Responsibilities

• Work closely with the Assistant Manager and provide courteous services to guests; respond to complaints, requests and inquiries.
• Provide courteous and efficient service; answer telephone calls promptly within three rings.
• Handle cashiering functions and adhere to residence’s Standard Policies & Procedures.
• Maintain good guest relations with in-house guests, projecting a courteous attitude.
• Understand hotel room types, rates, and availability; identify upselling opportunities to optimise room revenue.
• Take ownership of problems and promptly handle guest complaints; report to supervisor for follow-up.
• Ensure guest room security, emergency and fire procedures are followed; encourage Safe Deposit box usage.
• Acquire knowledge of hotel facilities, city attractions, and events to provide accurate information to guests.
• Maintain a professional, courteous working relationship and ensure effective communication with hotel staff.
• Maintain a well-groomed appearance and a tidy work area; uphold high personal grooming standards.
• Perform other duties assigned by supervisors with diligence and professionalism.

Skills

Communication skills

Problem solving

Leadership

Professional appearance

Education

Diploma in Hospitality/Tourism or related field

Job description

Responsibilities:

• Work closely with the Assistant Manager and provide courteous services to guests. Respond efficiently and tactfully to guests’ complaints, requests and inquiries.
• Provide courteous and efficient service, striving to fulfill each guests’ request whenever possible. Ensure all telephone calls are promptly handled within three rings.
• Handle cashiering functions and adhere to the residence’s Standard Policies & Procedure.
• Maintain good guest relations with in-house guests at all times, projecting a courteous and hospitable attitude.
• Possess a good understanding of all hotel room types, rates, and availability, and identify upselling opportunities, enhancing guest experience while optimising room revenue.
• Take ownership of problems and promptly handle guest complaints according to established procedures. Report to the supervisor for further follow-up when necessary and submit glitch reports as necessary.
• Ensure guest room security, emergency, and fire procedures are followed, and encourage the use of Safe Deposit boxes (El-Safe) while adhering to related policies & procedures.
• Acquire knowledge of hotel facilities, functions, major city attractions, and events to provide accurate information to guests upon request. Maintain a professional, courteous working relationship, and ensure effective communication with all hotel personnel.
• Maintain a well-groomed appearance and a tidy work area, upholding the highest standard of personal grooming.
• Perform any other duties assigned by supervisors, carrying them out diligently and professionally.

Requirements:

• Minimum Diploma in Hospitality, Tourism, or related field.
• Prior experience in Front Office or Guest Services preferred.
• Strong communication and problem-solving skills to handle guest enquiries and feedback effectively.
• Leadership qualities with the ability to guide and support team members.
• Well-groomed and professional in appearance and conduct.
• Willing to work rotating shifts, weekends, and public holidays.

Employees will get to enjoy benefits such as Medical, Flexi, Birthday Leave & Vouchers, Annual Health Screening, and Insurance Coverage.