Guest Services Executive

The main responsibilities and tasks of this position are as listed below, but not limited to these:

• In charge of the Front Desk operation for the entire shift and ensure all tasks on the same shift are completed on time and follow the quality standard.
• Check and ensure the Front Desk is fully equipped with all stationary and report any equipment malfunction to the respective department and Duty Manager.
• Maintain a friendly and professional image and smile under all circumstances.
• Provide courteous service to the guests and respond promptly and tactfully to the guests’ complaints, requests, and enquiries.
• Listen attentively to the guests’ requests and enquiries.
• Ensure all arrival and departure VIPs and Suite guests are taken care of, e.g., rooms are readily available with amenities and cards, welcome and escort guests to room, courtesy call 30 minutes after rooming, and one day before departure.
• Submit requests for any reordering required for the next month during the night shift.
• Ensure close co-ordination with all other team members from Concierge and Bell Desk, Front Office, Security, and all other hotel departments, especially regarding Guest Service Requirements.
• Maintain and update guest records and preferences in the Opera system.
• In charge of the arrival and departure of any group activities.
• Consult or inform departments concerned regarding guest feedback and follow up with actions required.
• Follow up with departments concerned and confirm that tasks have been completed within the communicated time range.
• Conduct daily briefing and update hotel information.
• Assist concierge/bell service during the same shift for guest requests.
• Ensure there are sufficient key cards at the check-in Kiosk and report to Duty Manager if any machine is not logged in or functioning. Report to Duty Manager for any non-functioning kiosk equipment.
• Assist Executive Lounge and Telephone Operator when needed (after training).
• Ensure all traces left for the current shift have been resolved and attended to.
• Perform any other duties that may be assigned by the Management.

Main Responsibilities at Switchboard:

• Address incoming and outgoing calls.
• Take messages for in-house guests and internal guests.
• Program wake-up calls.
• Give reminder wake-up calls.
• Send job requests from in-house guests and internal department.
• Take reservations for F&B and update in the booking system.
• Manage the main email address and respond accordingly.
• Take bookings for the Spa.
• Handle emergencies such as fire alarms, guest trapped in the lift, calling for a doctor, calling for an ambulance, etc.
• Check on the television channels.
• Perform any other duties that may be assigned by the Management.

Main Responsibilities at Executive Lounge (Working Lounge):

• Ensure daily assignment of Executive Floor guest rooms.
• Prepare and update daily beverage records for Lounge.
• Maintain and count stock for Lounge equipment.
• Order beverage items if stocks are below par level.
• Collect items from hotel store.
• Assist delivery of VIP guest room amenities.
• Perform any other duties that may be assigned by the Management.