Job description
Job description
The successful candidate serves as an Ambassador to our hospitality business at all times and must have a friendly and approachable disposition. You like dealing with people and are motivated to establish rewarding relationships with guests and other stakeholders. You are cheerful, inquisitive and ambitious and take pride in your guest-facing role, displaying professionalism in carrying out your duties. A star performer is one who is enthusiastic about upselling additional facilities and services to build brand awareness so as to elevate guest experiences during their stay with us.
Responsibilities
- Provide delightful service standards to the guests at all times. Greet guests in an engaging way and ensure a smooth and timely check-in/check-out during their stay.
- Conscious of any opportunities to upsell additional facilities and services, when appropriate.
- Answer telephone calls at Concierge and respond to enquiries and requests promptly, efficiently and in a courteous manner during check-in, check-out and throughout the guest’s stay with us.
- Comply with SOPs, policies and procedures. Practice safe work habits and adhere to sanitary, safety, security and emergency procedures.
- Maintain confidentiality of all guest information and data and all proprietary information on our business.
- Thoroughly understand our rooms categories, features, room rates, amenities and all other product knowledge.
- Cashiering duties, checking cash float at the beginning and end of each shift to ensure at all times that amounts are correct and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
- Manage OTA and TripAdvisor guest reviews platform and manage guests’ requests and messages in OTA extranet.
- On a daily basis, inspect the cleanliness of the premises and oversee and coordinate with our housekeeping staff to ensure all rooms are clean and tidy for guests’ use.
- Report any maintenance issues on a regular basis.
- Manage guest feedback &/ complains in a productive manner.
- Able to exercise prudent judgment or think on the feet to analyse the situation and resolve problems in the event that we need to accommodate special requests from guests.
- Able to write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
- Ensure that your shift runs smoothly and that our guests experience seamless service.
- Demonstrate teamwork and work cohesively with other departments and colleagues as part of the team.
- Flexibility to work in other positions or departments to perform special projects when the need arises.
Requirements
- Minimum N levels. O levels or Nitec in Hospitality or Diploma in Hospitality Management or in a related field are welcomed to apply. Remuneration will be commensurate accordingly.
- WSQ Front Office Certification will be advantageous.
- Previous experience in hotels, hostels and co-living businesses would be relevant.
- Prior experience (1 to 2 years) in the same role or similar job function preferred.
- Excellent communication and interpersonal skills.
- Able to handle cash transactions in a responsible manner.
- Pleasant with a cheerful disposition.
- Service-oriented and comfortable with guest-facing roles.
- Positive attitude with keen interest to learn.
- Able to work independently as well as in a team.
- Good problem-solving skills and able to cope with situations in a calm manner.
- Basic IT skills.
- Willing to work on rotational shifts, weekends, and Public Holidays.
