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
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