Guest Service Agent - Singapore - Link Hotel Singapore Pte Ltd

Description

Position Summary: The Guest Service Agent/Executive plays a key role in ensuring positive guest experiences by providing exceptional customer service at all touch points of the guest's stay.

Key Responsibilities:

Check-In/Check-Out:

• Greet guests upon arrival, assist with check-in procedures, and provide relevant information about the hotel's services and facilities.
• Process check-outs efficiently, addressing any guest queries or concerns.

Reservation Handling:

• Manage reservations, including booking modifications and cancellations.
• Ensure accurate recording of guest information in the system.

Up-Selling::

• Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests

Customer Service:

• Provide personalized and attentive service to meet guests' needs.
• Handle guest inquiries, requests, and complaints promptly and professionally.

Cashier Duties:

• Handle guest payments, issue invoices, and provide accurate change.
• Maintain a secure and organized cash handling process.

Room Assignment and Control:

• Assign guest rooms based on preferences and availability.
• Monitor and control room inventory, coordinating with housekeeping for room readiness.

Safety and Security:

• Ensure the safety and security of guests by following established protocols.
• Respond to emergencies and report incidents to the appropriate authorities.

Communication and Coordination:

• Collaborate with housekeeping, maintenance, and other departments to ensure smooth guest experiences.
• Communicate special requests and VIP arrangements to relevant departments.

Information Dissemination:

• Disseminate information about hotel promotions, facilities, and local attractions to guests.
• Provide directions and assistance with transportation arrangements.

Record Keeping:

• Maintain accurate and organized guest records.
• Generate reports as required by management.

Problem Resolution:

• Resolve guest issues effectively and escalate matters to supervisors or management when necessary.
• Anticipate and address potential challenges to enhance guest satisfaction.

Qualifications and Requirements:

• Minimum ITE/O Level, certification in hospitality is a plus with one year of work experience
• Candidates with over 2 years of customer service experience will be considered for the Executive role, 3 years experience and above will be considered for Duty Manager role
• Proven experience in customer service or front desk roles.
• Excellent communication and interpersonal skills.
• Familiarity with hotel management software and reservation systems.
• Ability to handle cash transactions accurately.
• Strong problem-solving skills and a proactive approach to guest satisfaction.
• Flexibility to work in shifts, including weekends and holidays.
• Impeccable grooming and professional appearance.
• Customer-focused with a genuine passion for hospitality.