Guest Relations Agent (Front Office)

Description

Support Front Office Managers, Duty Managers, and Guest Relations Officers to ensure the smooth operation of daily activities. Facilitate efficient check-in and check-out processes for all guests in accordance with our Standard Operating Procedures. Always greet guests with a smile, maintaining a warm and friendly demeanor to ensure that the check-in and check-out experiences meet established standards. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

* Check Arrivals and Departures for the Day: * a) Ensure rooms are assigned based on special requests and preferences. * b) Prepare key packets according to Elite membership tiers. * c) Familiarize yourself with the VIPs of the day and extend appropriate courtesies. * d) Check in guests only to Vacant Inspected rooms. * e) Verify billing accuracy before presenting invoices to guests. * Provide check-in and check-out services, as well as assistance at the Front Desk, in alignment with Brand Standards. * Complete the shift checklist and follow-ups by the end of your shift, ensuring all emails for the day are addressed. * Enroll all guests in the membership program and thoroughly explain the membership benefits. * Handle and resolve guest complaints, escalating to the relevant departmental leaders when necessary, and document incidents in the appropriate channels. * Provide information about the hotel and the surrounding community, offering concierge information and assistance in the absence of the Concierge. Assist guests as needed. * Maintain accurate room status information. * Keep the Front Desk and lobby area clean, neat, and tidy, ensuring that Front Desk counters are stocked with stationery and guest supplies at all times. * Ensure all registration cards and credit card information are updated in the Opera system, in compliance with PDPA and PCI standards. * Promptly and accurately complete all follow-ups, including: * a) Collection of cash or credit card deposits from all guests. * b) Payment authorizations. * c) Billing faxes from companies for guests. * d) Room changes. * e) Handover from/to previous/following shifts. * Ensure all guests receive their faxes, messages, and parcels upon arrival and during their stay. * Monitor and confirm departure times with all guests. * Ensure guests remove all belongings and luggage from their rooms upon check-out. * Provide safety box services. * Program keys for porters to access luggage, show rooms, and assist guests who have lost their keys or are unable to access their rooms. Ensure compliance with Standard Operating Procedures for key access. * Perform daily cashier duties, including but not limited to: posting charges, cash exchanges, providing rebates as necessary, processing chargebacks to companies when applicable, facilitating online payments, and processing refunds. * Maintain effective service in alignment with the Hotel’s Corporate Image, including: * a) Company’s Grooming Standards. * b) Standard Operating Procedures. * c) Departmental Policies. * d) Corporate Policies. * Process all payment methods according to accounting procedures and policies. * Follow property control audit standards and cash handling procedures (e.g., cash drops). * Count bank at the end of your shift, complete designated cashier reports, resolve discrepancies, drop off receipts, and secure the bank. * Obtain assigned bank and ensure accuracy of contracted funds, obtain necessary change for expected business levels, and keep the bank secure at all times. * Transport bank to/from assigned workstation while following security procedures. * Set up and organize cashier workstation with designated supplies, forms, and resources; maintain cleanliness of the workstation at all times. * Ensure compliance with established procedures according to LSOP guidelines. * Perform any other duties as assigned from time to time.

Qualifications and Requirements

* Candidates must hold at least a Professional Certificate/Nitec, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or a Professional Degree in any field. * A minimum of 1 year of relevant experience in a hotel Front Office is preferred, but candidates with no prior experience are also welcome to apply. * Must be meticulous in handling cash transactions. * Familiarity with hotel computer systems (e.g., Opera, Micros, etc.) is required. * Should be customer-oriented. * Must be willing to work rotating shifts, including overnight, public holidays, and weekends. * Ability to start work on short notice is essential.

Working Condition

Leaves

14 days annual leave

Working hours

5 days / 44 hours