Guest Services Officer

Job Description

To perform the smooth operations of front desk and crystal club including but not limited to check in, check out, currency exchange, room change, audit balances, daily reports, food and beverage service according to establish policies and procedures.

To assist all guests in a friendly, helpful and professional manner including but not limited to offering room orientation to all arriving guests or escorting guests to their destination within the hotel, attempting to use guest names at least twice during the engagement.

To liaise with Guest Services Manager or Executive regarding any complaints and to assist walk in guests with alternative accommodation in the event of a full house situation. 

To inform other departments of arrival, room changes, check out and special arrangements.

To maintain comprehensive knowledge of standard reservations procedures to assist Reservations personnel in their absence.

To attend shift briefings to ensure hotel activities and operational requirements are known.

To ensure effective handover and takeover of shift, ensuring proper follow-up and resolution of all outstanding issues.

To attempt to upsell at every possible encounter, maximizing revenue.

To ensure complete guests database including obtaining guest's passport details, nationality, date of birth and email addresses.

To ensure that all Club guests are met, and in-room check in with room orientation is done.

To perform any other job task as reasonably assigned.

Job Requirements

At least 1 year of working experience in customer service. Candidates with no prior experience are also welcome to apply.

Outgoing, meticulous and service-oriented.

Work Location (MRT)

Work Location