Guest Relations Supervisor

Job description

Company Description

Mondrian Singapore Introduction

A breaker of boundaries, the hotel is ideally placed between the mavericks of Chinatown and the makers of the CBD. Today, Duxton Hill is Singapore’s most up-and-coming neighbourhood, featuring barista cafes, world-class eateries and bars, art galleries and independent boutiques. Now Mondrian arrives at the top of that hill.

Job Description

Under the general guidance of the Guest Experience & Loyalty Manager or any other authorized by the management, serve as the main point of contact for all guest requests and needs. The Guest Relations employee must exhibit a professional, can do attitude while recognizing that customer satisfaction is of paramount importance.

How your day looks like?

·  Have knowledge of Hotel, hotel staff, and hotel services, including the hours of operation for all departments involved in and in the surrounding areas: has a thorough knowledge of guestrooms including: location, views, amenities, features, types, etc.
·  Able to give accurate directions and information regarding the immediate downtown and surrounding areas. Maintain and be familiar with a directory of information that contains, but is not limited to hotel and local information.
·  Handle all guest comments, questions, complaints, requests and inquiries promptly and courteously, taking the necessary action steps and ensuring thorough follow through.
·  Receive all internal and external calls in accordance of company standards.
·  Telephone guests in accordance with their wake-up call requests, to prescribe standards, and to inform security of the guest does not answer their call.
·  Manage and allocate guest requests.
·  Enter guest requests into guest tracking system and maintain guest profiles.
·  Input and keep updated guest messages within Property Management System.
·  Ensure that guest names are used wherever possible.
·  Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.
·  Undertake and complete any special projects, related tasks or reasonable requests when required by Management.
·  Familiarize yourself with the guests needs and requirements in order to ensure an efficient and friendly service.
·  Record all equipment faults in the logbook and report to supervisor.
·  Ensure that all incoming faxes/emails are marked with the guest’s name and room number and are delivered to the room promptly.
·  Maintain and check telephone equipment daily, and report any necessary faults.

How do I deliver this?

·  Tell it like it is - Authentic, honest, you mean it, sincere, true.
·  Have fun and make friends  - fun, energetic, whimsical, upbeat, “wink