Front Office Executive

MAIN DUTIES

Responsible for providing a warm, friendly and personalised welcome to all guests, ensuring smooth and efficient check-in and check-out procedures. The Guest Service Executive is expected to deliver exceptional guest experiences in line with Sofitel SO Singapore's service standards, while maintaining professionalism and a high level of product knowledge.

GUEST SERVICE RESPONSIBILITIES

• Welcome guests warmly and provide personalised service throughout their stay.
• Handle guest check-in and check-out procedures efficiently and accurately.
• Ensure all guest information, room allocations, rates and billing details are correctly recorded in the system.
• Attend to guest enquiries, requests and complaints promptly, professionally and courteously.
• Take ownership of guest concerns and follow up to ensure satisfactory resolution.
• Provide accurate information on hotel facilities, services, promotions and surrounding attractions.
• Maintain good communication and coordination with Housekeeping, Guest Services, Reservations and other departments to ensure smooth daily operations.
• Ensure all guest requests, special arrangements and preferences are properly communicated and followed up.
• Handle guest payments, deposits, foreign currency transactions and billing matters in accordance with hotel procedures.
• Maintain accurate records of guest information and ensure proper handling of confidential information.
• Promote hotel facilities, room upgrades and other services to maximise revenue opportunities.
• Actively promote and achieve the targeted Le Club enrolment numbers set by Sofitel SO Singapore.
• Assist in handling guest feedback and service recovery, escalating matters to the Supervisor or Manager when necessary.
• Ensure the Front Office reception area is clean, organised and presentable at all times.
• Follow all Front Office standards, policies and procedures in accordance with Sofitel SO Singapore and brand requirements.
• Maintain awareness of hotel safety and security procedures and report any suspicious activities or incidents to the Supervisor or Security team.
• Treat guests and Heartists from all cultural backgrounds with respect, sensitivity and transparency.
• Practise the Sofitel Vision and Values in daily operations:
• PASSION FOR EXCELLENCE – Our ambition and pleasure is to constantly strive towards perfection, excel in what we do and always push ourselves to achieve more.
• ESSENCE OF PLAISIR – Create a harmonious balance between the pleasure of feeling at home and the exquisite feeling of being elsewhere.
• SPIRIT OF OPENNESS – Embrace diversity as a source of richness, with an appreciation for cultural blends and a thirst for new experiences.
• Refer to the Sofitel Brand Standards and ensure compliance at all times.
• Perform any other duties as assigned by the Manager.

REQUIREMENTS

• Diploma in Tourism, Hospitality Management or a related discipline.
• Minimum 1 to 2 years of relevant Front Office experience. Fresh graduates with a passion for hospitality may also be considered.
• Good communication and interpersonal skills.
• Pleasant personality with a genuine passion for guest service.
• Able to work shifts, including weekends and public holidays.
• Good reading, writing and verbal communication skills in English. Knowledge of additional languages will be an advantage.
• Proficient in Microsoft Office applications.
• Knowledge of Opera System will be an advantage.
• Able to work independently as well as in a team.