Guest Services Officer - Lounge Club - with Growth Opportunities

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for a Guest Services Officer to join our team!

Key Responsibilities:

• Creates a positive and highly motivated working environment that promotes and develops teamwork, guest care and respect amongst colleagues.
• Attends and participate during daily briefings which helps keep the Horizon Club Team up to date and well informed regarding developments and events in the hotels/company, VIP and group arrivals/movements, guest feedback, service opportunities and forecasted business patterns. 
• Ensures guest preferences are collected, and correctly recorded
• Builds relationships with guests to delight and gain loyalty.
• If guest feedback is received, to escalate to SL/AHCM/HCM if SA is unable to handle
• Follows hotel’s policies and procedures at all times.
• Ensures that the service, quality and set-up of the buffet breakfast, afternoon tea and evening cocktails are in accordance with the Shangri-La Quality Standards and that all other services in the Horizon Club are in keeping with the current Corporate guidelines.
• Takes personal ownership to follow-up of any guest requests and feedback received during their shifts
• Ensures service defects are promptly and correctly recorded in GReAT and escalated as necessary.
• Ensure missing guest registration and Kunlun is cleared daily by the end of each shift
• Ensures the Horizon Club lounge is clean at all times.
• Handles F&B aspect of the lounge and to ensure all new hires and Service Associates are all trained to have multi skills (F&B and Front Office)
• Ensures that SFSMS guidelines are adhered to at all times in the food and beverage areas of the Horizon Club operation

Requirements

• Diploma/certificate in hotel management studies
• Minimum 1 years working experience in the Front Office of a 200+ room, four/five star international hotel or related guest contact, service industry.
• Candidates with experience in Food & Beverage will be considered as well
• Passion for delivering exceptional guest service and creating memorable experiences.
• Neat and pleasant appearance
• Well groomed
• Guest focused
• Displays initiative
• Good communication skills