Senior/Guest Service Executive (Orchard Cluster)

Far East Hospitality Management (S) Pte Ltd; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Far East Hospitality Management (S) Pte Ltd is seeking a Front Office/Guest Services professional to deliver courteous service to guests and manage inquiries. The role involves handling cashiering, maintaining guest relations, and contributing to room revenue through upselling opportunities.

Ideal candidates hold a Diploma in Hospitality or related field, with experience in Front Office or Guest Services. The position requires flexibility for rotating shifts, weekends, and public holidays to

Qualifications

• Proven ability to handle guest enquiries and feedback gracefully.
• Strong communication and interpersonal skills are essential.
• Able to resolve issues promptly and maintain guest satisfaction.

Responsibilities

• Work closely with the Assistant Manager to deliver courteous guest services.
• Respond to guests’ complaints, requests and inquiries tactfully and promptly.
• Manage cashiering functions and follow residence SOPs.
• Maintain good guest relations with in-house guests at all times.
• Identify upselling opportunities to maximise room revenue.
• Own and promptly resolve problems; report required follow-up to supervisor.
• Ensure guest room security, fire procedures, and Safe Deposit box usage.
• Acquire knowledge of hotel facilities and city attractions to assist guests.
• Maintain a well-groomed appearance and tidy work area.

Skills

Customer service

Communication

Problem-solving

Leadership

Education

Diploma in Hospitality/ Tourism

Job description

Custom Field 3: 17024

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.

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.