Guest Services Agent

About us
Holiday Inn Express Singapore Katong is a dynamic hospitality company committed to delivering exceptional guest experiences. We pride ourselves on creating warm, welcoming environments where our guests feel valued and our team members thrive. Our commitment to excellence and customer satisfaction sets us apart in the hospitality and tourism sector.

About the role
We are seeking a Guest Services Agent to join our team at our Marine Parade Central Region location. This is a full-time position that plays a vital role in creating memorable experiences for our guests from the moment they arrive. As a Guest Services Agent, you will be the first point of contact for our guests, ensuring their stay is comfortable, enjoyable and problem-free. Your friendly demeanour, professional approach and attention to detail will be instrumental in upholding our reputation for outstanding service.

What you'll be doing

• Greeting guests warmly upon arrival and providing check-in services with efficiency and courtesy
• Responding promptly to guest enquiries and requests, offering solutions and information about available facilities and services
• Managing guest concerns and complaints professionally, working towards swift resolutions that exceed expectations
• Processing reservations, amendments and cancellations accurately using property management systems
• Providing recommendations for local attractions, dining options and activities to enhance the guest experience
• Maintaining clear communication with housekeeping, maintenance and other departments to ensure seamless operations
• Handling cash and card transactions securely and accurately
• Maintaining accurate records of guest information and preferences
• Assisting with check-out procedures and farewell services
• Supporting the broader front office team during peak periods and special events

What we're looking for

• Previous experience in a guest-facing role, ideally within hospitality, hotels or tourism sectors
• Excellent communication and interpersonal skills with a genuine passion for delivering outstanding customer service
• Strong organisational abilities and attention to detail
• Proficiency with computer systems and hotel management software, or willingness to learn quickly
• Ability to remain calm, composed and solution-focused in high-pressure situations
• Flexibility to work shifts, including evenings, weekends and public holidays as required
• A commitment to maintaining confidentiality and discretion regarding guest information

What we offer
We believe in investing in our team members and creating a supportive work environment. We offer competitive remuneration commensurate with experience, opportunities for professional development and career progression within our growing organisation. You will benefit from a positive team culture where your contributions are valued and recognised. We are committed to work-life balance and provide flexible working arrangements where possible. Additionally, we offer staff benefits including discounts on hospitality services and ongoing training to enhance your skills and knowledge in the industry.

Apply now
If you are a customer-focused individual with a passion for hospitality and a commitment to excellence, we would love to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you would be an excellent fit for this role.