Summary
Guest Services Executive focuses on customer service and foster relationships with other departments to ensure that guests’ needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel. He/She supervises the front desk in the absence of the Duty Manager, attend to guest feedbacks and attempt to perform first person recovery steps.
Job Responsibilities
- Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge
- Assist guests with check-in and check-out, and other cashiering duties
- Register guests and assigns rooms according to their reservation confirmation
- Work towards maximising room revenue by upselling higher room categories to guests whenever possible
- Maintain the privacy of all guests by ensuring their details are kept strictly confidential
- Understand all room types and work with Housekeeping to manage room status effectively
- Adhere to proper credit matters and cash handling policies and procedures
- Understand the usage of internal communication logs to communicate effectively with other colleagues
- Handle guest feedback and attempt to perform first person recovery steps
- Monitor front office emails and respond to them effectively
- Provide guidance and on job training for Guest Services Officer
- Ensure and check that all daily front desk tasks are completed
- Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly
- Assist to perform Executive Lounge and Concierge duties whenever required
- Provide warm welcome and fond farewell in accordance to hotel standards and SOPs
- Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions
- Be familiar with hotel products and services and recommend to guests accordingly
- Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby
- Maintain complete knowledge of all hotel products and services
- Maintain the cleanliness and neatness of the Front Office areas
- Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel
- Attend all briefings, meetings and trainings as assigned by management
- Perform other reasonable duties as assigned by the management
Qualifications
- Minimum 1 year experience in similar capacity
- Excellent communication and interpersonal skills with colleagues and guests
- Excellent customer service skills and enjoy creating delightful moments for guests
- Able to thrive in a dynamic and fast paced environment
- Strong analytical and problem-solving skills
- Strong operational leadership with a business mindset
- Read, write and speak English fluently
