Hotel Guest Services Executive

Key Job Tasks :

• Understand and know how to operate the Opera cloud-based on property management system.
• Meet and greet guests upon their arrival at the hotel.
• Assist with luggage requests.
• Perform all check-in tasks effectively and efficiently.
• Escort guests to room and introduce the amenities in the room.
• Share and promote the facilities and services offered by the hotel.
• Perform all check-out tasks effectively and ensure billing is accurate.
• Answer phone calls within three rings.
• Record any guests that need assistance and/or incidents.
• Run daily reports to identify any special requests and check reports, logs and contingency lists for follow-up and accuracy.
• Follow up with daily pending tasks.
• Take and manage reservations for walk-in guests and/or when reservation department is closed.
• Interact with guests warmly and appropriately, making them feel welcomed and valued.
• Be a lobby ambassador proactively.
• Attend to guests’ queries, needs and other special requests professionally and promptly.
• Take ownership of feedback received by guests and seek assistance from Manager on duty if necessary to ensure prompt follow-up with guests, ensuring their satisfaction.
• Provide related concierge services (e.g. give recommendation on leisure activities, places to visit and transport/travel arrangements, etc.)
• Coordinate with the other hotel departments to provide a seamless stay experience for guests.
• Maintain a high standard of cleanliness, hygiene, and presentation of public areas.
• Ensure daily shift tasks are completed dutifully and smooth shift transition.

Education :

• GCE ‘O’ level / Certificate in Hospitality or Tourism / Diploma in Hospitality or equivalent with a minimum 2 years of hospitality experience in Hotel Front Office.

Skills :

• Positive service mindset and willing to go the extra mile
• Energetic and cheerful disposition
• Enjoy interacting with people
• Good communication (verbal and written) and human relations skills
• Good planning, organising and coordination skills
• Ability to work independently and take initiative
• Good grooming standards and personal presentation
• Flexibility on working days and hours including weekends and public holidays
• Immediately available would be ideal