Guest Service Executive

About the role

To assist the Guest Services Manager in the supervision and control of Front Desk operations and the carry out of all guest service duties. To supervise, direct, integrate and control all activities relating to guests and to upgrade the service level standards of the hotel.

Key responsibilities

• Check grooming standards of all Front Office staff
• Read entries in Communication Log Book and carry out instructions and tasks assigned for follow-up
• Assign specific duties to Guest Services Officer and check Night Recapitulation for accuracy
• Determine daily room requirements and ensure guest's special requests are being checked, room blocked as per guest's request with regard to room type, non-smoking, extra bed, etc.
• Take charge and ensure preparation work is done prior to groups check-in and ensure group delegates bills are settled before leaving hotel
• Receive and attend to VIPs, wedding couples and regular guests in the absence of Guest Services Managers
• Ensure Guest Services Officers are stationed at reception counter at all times
• Assist the Guest Services Manager to handle complaints of guests and to provide service recovery
• Keep a high standard of cleanliness and smooth operation at the Front Office
• Assist and guide subordinates when they are in difficulties and routine check on work process

About you

• Sound knowledge of current situation and proper communication procedures to be handed over to next shift
• Knowledge of procedures and policies on city ledger
• Ability to plan weekly roster for Front Desk
• Ability to promote sense of responsibilities, courtesy, cheerfulness and work harmony in Front Office
• Ability to brief and update Guest Services Officers on events and latest developments
• Ability to co-ordinate with Sales Department, Housekeeping Department, and other departments and Front Office staff