Deskripsi Pekerjaan
Are you a hospitality professional with a passion for creating memorable guest experiences? Grand Mercure is seeking a dedicated and warm Guest Services Officer to join our professional front-of-house team in the East Region. As the first point of contact for our guests, you will play a pivotal role in setting the tone for their stay, ensuring efficiency, comfort, and a personalized touch that reflects the high standards of the Grand Mercure brand.
In this role, you will manage seamless arrival and departure processes, handle guest inquiries with professionalism, and contribute to the operational excellence of our front desk. If you thrive in a fast-paced, guest-centric environment and enjoy problem-solving while maintaining a welcoming demeanor, we invite you to apply.
Tanggung Jawab
- Manage the end-to-end guest check-in and check-out process with accuracy and efficiency.
- Verify guest reservations, assign appropriate room types, and manage key issuance procedures.
- Provide comprehensive information regarding hotel facilities, local attractions, and services.
- Handle incoming guest inquiries and resolve any concerns promptly to ensure maximum satisfaction.
- Collaborate with Housekeeping and Engineering departments to ensure room readiness and guest requests are met.
- Process payments, manage billing inquiries, and maintain accurate records of guest transactions.
- Maintain a professional, well-groomed appearance and adhere to all brand grooming standards.
Kualifikasi
- Minimum GCE 'O' Levels, Diploma in Hospitality/Tourism Management or equivalent.
- Prior experience in a front office or customer service role within the hotel industry is highly preferred.
- Excellent verbal and written communication skills in English; proficiency in a second language is a significant advantage.
- Proficiency in Property Management Systems (PMS) and basic computer literacy.
- Strong interpersonal skills with a natural flair for customer service and problem-solving.
- Ability to work shifts, including weekends and public holidays, as required by the business.
- A proactive attitude with the ability to remain calm and composed under pressure.