Guest Service Executive

About the Role

We are looking for a warm and service-oriented Guest Services Executive to join our Front Office team and create memorable experiences for our guests.

You will be one of the first points of contact for our guests, supporting them throughout their stay from check-in to check-out and ensuring their requests are handled promptly and professionally.

Key Responsibilities

• Perform daily Front Office duties including guest check-in and check-out, room allocation, guest profile maintenance, folio checks, credit checks and currency exchange in accordance with hotel procedures.
• Welcome guests warmly and attend to enquiries, requests and feedback to ensure a positive guest experience.
• Support concierge services including dining and sightseeing reservations, ticket bookings, transportation arrangements and luggage assistance.
• Handle telephone enquiries, internal guest requests, wake-up calls and emergency communications professionally.
• Make courtesy calls to in-house VIP guests and proactively address any concerns during their stay.
• Coordinate closely with Housekeeping on room readiness, room conditions and bedding arrangements.
• Inspect showrooms and VIP arrival rooms to ensure they meet hotel quality standards.
• Maintain accurate guest registration records and profiles.
• Complete cashier closing procedures and ensure accurate float counts.
• Identify opportunities to upsell rooms, Food & Beverage services and other hotel offerings.
• Work closely with other hotel departments to ensure guest requests are followed through promptly.
• Recommend improvements to work processes to enhance the guest experience and operational efficiency.
• Support the efficient management of Front Office supplies and stationery.
• Perform other reasonable duties required to support hotel operations.

What We're Looking For

• Strong passion for hospitality and delivering excellent guest experiences.
• Good communication and interpersonal skills.
• Able to work effectively with Housekeeping and other hotel departments.
• Good attention to detail, particularly when handling guest information, payments and Front Office documentation.
• Comfortable working rotating shifts, weekends and public holidays according to hotel operational requirements.
• Experience using a hotel Property Management System (PMS) would be an advantage.