Guest Services Executive

Description

The Guest Services Executive oversees front desk operations for their entire shift, ensuring all tasks are completed on time and meet quality standards. This role requires maintaining a fully equipped front desk, handling guest inquiries, requests, and complaints with professionalism and tact, and managing VIP and Suite guest arrivals and departures to create a seamless experience. Responsibilities also include coordinating with other departments to address guest needs, maintaining guest records in the Opera system, managing group check-ins and check-outs, and briefing staff on hotel updates. Additional duties involve assisting with concierge, bell desk, Executive Lounge, and switchboard tasks as needed, as well as responding to emergencies. The supervisor is also responsible for monitoring supplies, conducting wake-up calls, managing F&B and spa reservations, and ensuring a positive experience in the Executive Lounge, where they oversee service, track inventory, and check guest satisfaction.

Responsibilities and Duties

* Oversee Front Desk operations during the shift, ensuring all tasks are completed on time and to quality standards. * Ensure the Front Desk is fully stocked with supplies and report any malfunctions to the Duty Manager. * Maintain a friendly and professional image, providing prompt, courteous service and handling guest inquiries, requests, and complaints. * Attend to VIP and Suite guest needs, including room readiness, amenities, and courtesy calls. * Coordinate closely with other departments (Concierge, Bell Desk, Security) for guest service requirements. * Update and maintain guest records and preferences in the Opera system. * Manage group arrivals/departures and conduct daily briefings. * Support key services including kiosk operations, concierge, Executive Lounge, and switchboard as needed. * Handle calls, take messages, schedule wake-up calls, manage F&B reservations, and respond to emergencies. * Monitor and stock the Executive Lounge, provide guest services, and check guest satisfaction. * Complete additional tasks as assigned by Management.

Qualifications and Requirements

* Minimum of 3-4 years of experience in a similar role within the luxury hospitality industry. * Strong knowledge of front desk operations and guest service standards. * Proficiency with Opera Property Management System (PMS) is preferred. * Excellent communication skills with a professional demeanor and ability to maintain a friendly, welcoming attitude under all circumstances. * Highly organized and resourceful, with a keen eye for detail. * Ability to manage multiple tasks efficiently and work under pressure. * Strong problem-solving skills with a focus on guest satisfaction and experience. * Flexibility to work rotating shifts, including weekends and public holidays. * Ability to handle emergencies calmly and follow proper procedures. * Knowledgeable about local attractions and amenities to assist guests. * Proficiency in multiple languages is an asset. * Strong interpersonal skills and ability to work collaboratively with team members across departments. * Willingness to assist in various hotel functions, including the Executive Lounge, concierge, and switchboard, as needed.

Working Condition

Working hours

5 days / 44 hours