Guest Delivery Specialist

Your tasks

As a Guest Delivery Specialist, you play a key role in ensuring guests and clients receive a smooth and well-managed experience throughout their stay. You will handle day-to-day guest queries and operational requests with a phone-first, resolution-focused mindset, working closely with property partners, guests and internal teams to deliver practical solutions within SLA. You take ownership of the guest experience, the communication and the outcome.

• Act as a primary contact for guest queries and operational requests, ensuring timely and effective resolution
• Support the end-to-end lifecycle of Guest Services, from the wellness check through to the guest’s check out
• Follow up with clients regarding extensions and ensure timely coordination where required
• Manage and coordinate crisis situations, ensuring appropriate and timely updates and resolution
• Adopt a phone-first approach when communicating with property partners to resolve guest issues quickly
• Provide clear and confident updates to guests and clients outlining actions taken and next steps
• Work collaboratively with the commercial teams to resolve guest issues efficiently
• Ensure communication threads and case records remain accurate and up to date, providing clear visibility of actions taken and next steps
• Work closely with property partners to resolve issues that arise during a guest’s stay
• Maintain accurate records within internal systems to ensure clear visibility of guest issues and resolutions
• Ensure all guest communication is professional, calm and solution-focused, helping maintain client and guest confidence
• Support the coordination of guest arrivals, reservations, extensions and operational requests
• Monitor incoming guest enquiries to ensure service levels and response expectations are met
• Identify opportunities to prevent repeat issues and improve the guest experience
• Escalate complex or high-impact issues to the Guest Solutions Executive or Guest Experience Lead where required
• Share relevant updates and information with colleagues to ensure consistent service delivery across the team

Requirements

• At least 3-5years of similar work experience in a guest services or operations role.
• Willing to work alternately in the office and at the client site (central Singapore)
• Positive, proactive and solution-focused attitude when managing guest situations
• Professional, calm and clear communicator, both by phone and in writing
• Flexible when needed (things can pop up) and open to constructive feedback
• A team player who continually supports colleagues

What we offer

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

How to apply

Please send your updated CV to josie.cha@peopleprofilers.com

EA Personnel: Cha Zi Jing Josie EA Registration No.: R24124843 People Profilers Pte Ltd EA Licence Number: 02C4944 Tel: 6950 9756

Other

JOBID: JOB-01399