Guest Services Executive

Are you currently working in a service-based environment and looking to take your skills to one of the most exciting new brands to hit Singapore?

Are you stuck in an office or a retail store, desperate to show the world how you can wow customers at every interaction?

Do you dream of an ever-changing, fast-paced team environment where you get coaching and development from some of the greatest names in the industry?

We are looking for people just like you!

QT Singapore is our latest and one of the most exciting new openings in our company's history. Our first venture into Asia, bringing the unique QT brand and world-class service standards to one of the world's leading entertainment, dining, and travel destinations.

Aside from being involved from the ground up of what will be one of the most talked about new hotel openings in Singapore for 2024, we offer the following incentives to our staff:

• Market-leading, competitive salary packages paid above industry rates
• Unrivalled opportunities for development and growth
• Training and coaching from leading names in global hospitality leadership
• A commitment to employees that work-life balance is paramount to a successfully performing team

If you are working in any service-based environment, whether it be in a retail store, an office, within the leisure industry, or you are an entrepreneur, we want to hear from you. We want to take everything that is good about you and teach you the ways of QT, to turn you into a hospitality superstar.

With the right attitude and a willingness to learn, an exciting career in this world awaits you!

The Scope:

As Guest Service Executive, you will ensure the satisfaction of guests throughout their stay at the hotel by responding efficiently to their enquiries and offering advice and information as requested. A Guest Service Executive contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards.

Job Responsibilities:

• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
• To anticipate and exceed our guest’s expectations at all times.
• Reignite Unexpected and Unrequested – on a daily basis going above and beyond for our guests.
• Identify and look after key VIP guests and deliver VIP Amenities for their stay.
• Resolve guest complaints by conducting a thorough investigation of the situation and coming up with the most effective resolution.
• Ensure that a detailed handover is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed, and any special events that are taking place.
• Ensure a high level of product knowledge of the hotel and the local area, and know what is happening in the hotel.
• Ensure our guests receive a fast, efficient, and friendly check-in and check-out.
• Ensure all guests’ queries or requests are handled in a polite, efficient manner and a high level of customer service is consistently maintained.
• Preparation and coordination of group arrivals/departures.
• Participate regularly in training courses and put the skills learned there into practice.
• Receive payment by cash, credit cards, cheques, etc. and be able to post these in the computer correctly.
• Have detailed knowledge of the fire, safety, and evacuation procedures of the hotel.
• Perform other duties assigned by the Front Office Manager or designee.
• Respond promptly to guest requests for a supervisor or manager.

Qualification:

• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum of 3 subjects.

Experience:

• Previous Front Office experience in the hotel, leisure, or retail sector would be an advantage.

Key Competencies:

• Calm, efficient, and organized.
• Excellent personal presentation and communication skills.
• A passion for delivering exceptional levels of Guest service.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information to resolve conflicts.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information.
• Ability to observe and detect signs of emergency situations.