Guest Service Executive

Key responsibilities:

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

Requirements:

• Min. GCE O Level; Diploma in Hospitality Mgmt or equivalent
• Customer-oriented with positive attitude and passion for delivering exceptional guest service
• Excellent interpersonal skills, with the ability to build rapport, anticipate guest needs & provide personalised service
• Strong organisational, multitasking & problem-solving skills, with the ability to prioritise effectively in a fast-paced environment
• Demonstrate leadership qualities with the ability to motivate others & 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 & written English
• Willing to work rotating shifts, including weekends & PH