Guest Services Executive

Job description

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 follows up on requests by guest 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 the feedback, pay great attention to the guest’s comments, to 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 professional image at all times through personal presentation/ interpersonal skills.
·  Initiates contacts and establishes rapport easily.
·  Organises time and work efficiently.
·  Excellent verbal and written communication skills.
·  Has the aptitude and willingness to undertake further development with Sofitel.