Guest Services Executive/Officer

Company Description

Sofitel Singapore City Centre, an iconic hotel that opened in October 2017, is part of a mixed-use development at Tanjong Pagar Centre, which will become Singapore’s tallest building at 290 meters, set around landscaped parkland and direct MRT station access.

The 223-room Sofitel Singapore City Centre offers chic designed rooms, four Food and Beverage options, a ballroom, meeting rooms, fitness, and pool facilities.

Job Description

• Perform all basic duties of a Guest Services Agent; check in, check out, and handle guests’ inquiries.
• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance, and posture throughout the department.
• Effectively supervise all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer-focused.
• Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.
• Supervise and delegate duties to all Front Office team members.
• Responsible for maintaining the highest service standard of Front Office and generating team spirit and motivation among all ambassadors.
• Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.
• Check the daily arrival list for VIPs and regular guests. Introduce hotel facilities and special services to guests and follow up on requests promptly and efficiently.
• Encourage and motivate Guest Service Agents to up-sell to achieve the daily/monthly targets set by the Front Office Manager.
• Oversee the daily movement of guest activities and resolve any minor guest complaints to establish amicable relationships with guests, clients, and customers of the Hotel.
• Communicate with guests to gather feedback, pay great attention to guests’ comments, and investigate and submit reports on guest comments.
• Provide quality service to customers by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
• Maintain control of guest and hotel accounts, ensuring that all charges are accurate and posted in a timely manner.
• Ensure strict security procedures with credit and cash transactions, accounting procedures, the issuance of room keys, and guest confidentiality.

Qualifications

• Previous experience in a similar role, 3 years, preferably within a 5-star luxury environment.
• Passion for high-end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Ability to lead, develop, and mentor the Front Office team.
• Projects a professional image at all times through personal presentation and interpersonal skills.
• Initiates contacts and establishes rapport easily.
• Organizes time and work efficiently.
• Excellent verbal and written communication skills.
• Willingness to undertake further development with Sofitel.