Guest Services Officer (Shift work/ AWS/ Orchard)

About the role

The Guest Services Officer is responsible for delivering professional, courteous, and customer-focused service to guests throughout their stay. The role supports daily Front Office operations by assisting guests with enquiries, arrivals, departures, luggage handling, and personalised guest service requests, while creating positive and memorable interactions that leave guests with a lasting impression of warmth, hospitality, and service excellence.

Key responsibilities

• Greet and welcome guests in a professional, warm, and friendly manner upon arrival and throughout their stay.
• Assist guests with luggage handling from arrival point to guest rooms and from rooms to departure point during check-out.
• Maintain awareness of guest preferences and profiles through the Opera system to support personalised guest experiences.
• Handle guest messages, mail, and packages accurately and ensure timely delivery or proper storage where required.
• Maintain updated knowledge of hotel services, facilities, promotions, and operational activities.
• Stay informed on local attractions, transport options, and events to provide accurate information and recommendations to guests.
• Assist guests with directions, transport arrangements, and other service requests in a timely manner.
• Handle guest feedback, concerns, and complaints professionally, resolving issues within empowerment guidelines and escalating where necessary.
• Coordinate closely with Housekeeping, Engineering, Security, and other departments to ensure smooth guest experiences.
• Ensure guests check out the hotel with a positive impression of the hotel's service and hospitality standards.

About you

• Minimum GCE 'N' Level, 'O' Level, NITEC, or equivalent qualification.
• Previous experience in Front Office, Guest Services, or hospitality operations is preferred.
• Hands-on experience with Opera PMS or equivalent hotel system is advantageous.
• Good communication and interpersonal skills with a customer-oriented mindset.
• Ability to handle guest interactions professionally and remain composed under pressure.
• Physically able to assist with luggage handling and prolonged standing duties.
• Willingness to work rotating shifts, weekends, and public holidays.
• Positive attitude, grooming standards, and ability to work effectively in a team environment.