Guest Experience Specialist, Front Office (The Laurus)

Job Summary:

We are seeking a friendly and efficient Guest Experience Specialist (Front Office) to join our team. This role is responsible for managing guest check-in and check-out processes, handling inquiries, and ensuring a smooth and welcoming arrival experience. You’ll play a key role in delivering exceptional guest service while maintaining efficient front desk operations and guest satisfaction.

Key Responsibilities:

• Greet and welcome guests upon arrival with a warm and friendly demeanor.
• Perform check-in and check-out for hotel guests in the most professional and efficient manner to ensure a high level of guest satisfaction.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Assist with room assignments and ensure special requests are accommodated.
• Provide information about hotel services, amenities, and local attractions.
• Process payments and manage billing transactions.
• Perform upselling with a sales attitude and be aware of the resort-wide sales opportunities.
• Maintain effective communication within the Front Office department and other departments, especially Housekeeping to ensure seamless experiences for all guests.
• Maintain accurate records of guest information and reservations.
• Manage and respond to guest feedback to enhance their experience.
• Be responsible for the maintenance of guest recognition programs, accurate guest recognition reports and handling of guests' complaints.
• Develop and maintain positive working relationships with others.
• Perform other reasonable job duties as requested by Supervisors / Managers.

Requirements:

• Minimum GCE `O' Level or its equivalent.
• Minimum 1 year of experience in customer service, preferably in the hospitality industry.
• Good communication and interpersonal skills.
• Good customer service orientation and attention to detail.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in using hotel management software and reservation systems.