Guest Service Executive

Guest Service Executive :

Responsible for ensuring consistent quality of excellent customer service for all guests. Reception duties and tasks include ensuring guests experience swift and pleasant arrival, departure and stay experience.

Key responsibilities :

• Deliver efficient and professional guest service throughout the check-in, check-out and in-house guest journey.
• Oversee room inventory, room assignments and room availability to optimise occupancy, maximise upselling opportunities and accommodate guest preferences whenever possible.
• Coordinate closely with Housekeeping and other operational departments to ensure timely room readiness, manage arrivals and departures, and facilitate smooth daily operations.
• Lead and conduct daily pre-shift briefings to communicate operational updates, service priorities, VIP arrivals and other essential information to the Front Office team.
• Handle group arrivals and departures by coordinating with Reservations and relevant departments to ensure seamless execution.
• Respond promptly to guest enquiries, emails, requests and feedback, ensuring timely follow-up and appropriate service recovery.
• Anticipate guests' needs, exercise sound judgement in resolving issues, and identify suitable alternatives to exceed guest expectations while maintaining service standards.
• Escalate significant operational issues and guest concerns to the Guest Service Manager or relevant leaders to ensure timely resolution and operational continuity.

Requirements :

• Minimum GCE O Level qualification; Diploma in Hospitality Management or equivalent
• Customer-oriented with a positive attitude and a passion for delivering exceptional guest service.
• Excellent communication and interpersonal skills, with the ability to build rapport, anticipate guest needs and provide personalised service.
• Strong organisational, multitasking and problem-solving skills, with the ability to prioritise effectively in a fast-paced environment.
• Demonstrated leadership qualities with the ability to motivate others and uphold service excellence.
• Able to work independently while contributing effectively as part of a collaborative team.
• Detail-oriented, adaptable and proactive, with the ability to remain composed under pressure.
• Excellent command of spoken and written English.
• Willing to work rotating shifts, including weekends and public holidays.