Job Description

Purpose The Guest Relation Officer is responsible for providing a friendly, welcoming and efficient service to all guests/customers, in line with the Association’s vision and values on guests’ satisfaction. He/She plays important role in the smooth running of the Front Office Reception administrative and operations.

Key Responsibilities Area

• Undertake Front of House duties, including meeting, greeting, and attending to the needs of guests to ensure a superb customer service experience.
• Administer all routes of Reservations to ensure that room bookings are made and recorded accurately.
• Ensure Room Keys are distributed to the guests assigned to the respective rooms.
• Familiar the categories, position, capacity and furnishing of every room in the premises.
• Build a good rapport with all guests and resolve any complaints / issues quickly to maintain high quality customer service.
• Responsible for accurate and efficient accounts and billing processes.
• Undertake general office duties, including correspondence, emails, filing and switchboard.
• Furnish information regarding:
• Hotel layout and all its facilities (Swimming Pool, Launderette Room, F&B Outlets and etc.) operation hours.
• Locality places of interest, special attractions or events.
• Names of Transport Services (MRT, Bus, Tax, Flight, Ferry) and timetables if any.
• Handles all incoming and outgoing mails, faxes and messages for the guests.
• Ensure that the Reception Counter is manned at all times.
• Answers all incoming calls within 3 rings.
• Assist in keeping the Reception Counter area clean and tidy at all times.
• Consult and report to Supervisor on duty on unusual occurrence.
• To perform any other duties directed by the Supervisor from time to time.

• Minimum O Level or Higher NITEC in Hospitality Operations preferred.
• Minimum 1 years of experience preferably in the front desk service.
• Able to perform shift work.
• Good working knowledge on the system.

• Good verbal and written communication skills.
• A team player and willing to learn.
• Good customer service skill.