Guest Services Executive/Officer

Company Description

Sofitel Singapore City Centre, an iconic hotel which opens in October 2017, will form part of a mixed-use development at Tanjong Pagar Centre, a multi-billion dollar development, 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 will offer chic designed rooms, 4 Food and Beverage options, a ballroom, and several meeting rooms, fitness and pool facilities.

Job Description

• All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.
• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance, and posture throughout the department.
• Effective supervision of 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 and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in 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 daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follow up on requests by guests promptly and efficiently.
• Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily/monthly target set by Front Office Manager.
• Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients, and customers of the Hotel.
• Communicate with guests to get feedback, pay great attention to the guest’s comments, investigate and submit reports on guest comments.
• Provide quality service to the customer 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 on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue 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/interpersonal skills.
• Initiates contacts and establishes rapport easily.
• Organizes time and work efficiently.
• Excellent verbal and written communication skills.
• Has the aptitude and willingness to undertake further development with Sofitel.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Hospitality