Guest Relations Officer

HOTEL OVERVIEW

Strategically located in the heart of Singapore’s shopping, dining and entertainment districts, Fairmont Singapore and Swissôtel The Stamford are the gateway to explore Singapore’s landscapes at your convenience. With a total of 2,030 well-appointed guestrooms, both hotels also offer a distinct collection of 12 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN by Kirk Westaway, cutting-edge meeting space at Raffles City Convention Centre with 34 meeting rooms and one of Asia’s largest spas, Willow Stream Spa.

ABOUT OUR COMPANY

At Fairmont Singapore and Swissôtel The Stamford, we design career plans and unveil new professional perspectives through our various development programs. We shine when YOU shine. Come and be part of our dynamic team and experience immersive growth and career opportunities with us.

Guest Relations Officer

Summary of Responsibilities:

• Assist guests with check-in and checkout, and other cashiering duties
• Efficiently assist guests throughout their stay with any requirements, handling guest feedback, providing direction, and giving suggestions
• Handle guests’ mails, messages, and answer phone calls
• Maximize room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
• Provide guidance and assistance to Guest Relations Assistant
• Supervise the Front Office team to personalize the guest arrival/departure experience
• Provide on-the-job training for new colleagues
• Meet, greet and provide rooming for VIP guests
• Analyze room inventory and monitor rooms count situation
• Attend daily briefings and relevant departmental and interdepartmental meetings
• Ensure the safety, security and loss control policies and procedures are complied with at the front desk and back office area
• Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager
• Comply with hotel and department policies and procedures at all times
• Ensure vigilance in regard to in-house credit matters and act upon any discrepancies
• Provide assistance and supervision of the Front Office areas such as Front Desk, Airline Desk, Groups, Rooms Controlling and Lobby Greeters
• Ensure strict compliance with the Credit Card Privacy – PCI
• Ensure strict compliance with the Cash Float SOP

Qualifications

• Minimum ‘O’ Level education
• Minimum 2 years hotel Front Office experience
• Read, write, and speak English fluently
• Read and speak Mandarin fluently
• Computer knowledge, i.e. well-versed with Windows, Internet Explorer, and Word, either POS or PMS system
• Knowledge of Opera will be an advantage
• Presentable, well-groomed with leadership qualities
• Interpersonal skills to deal with guests and colleagues issues
• Able to work in a team, i.e. caring about other team members and open towards other nationalities
• Adaptable to multicultural guest needs, works with diverse cultures
• Able to work under pressure and independently
• Good interpersonal and communication skills

Our commitment to Diversity & Inclusion:

We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.

Why work for Accor?
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

If you feel you are ready for your next professional challenge, apply at: https://careers.accor.com/