Guest Service Executive

Responsible for ensuring a consistently high standard of excellent customer service for all guests. Reception duties include ensuring guests experience a swift and pleasant arrival, stay, and departure.

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.

Why Join Us?

Dynamic and supportive work environment

Opportunities for learning and professional development