Service Associate - Guest Service Officer (Serviced Apartment)

About Shangri-La Singapore

Shangri-La Singapore is a warm and caring community that values mutual respect and genuine consideration for everyone. Nestled within 15 acres of beautiful greenery near the bustling Orchard Road, our hotel is a peaceful and refined urban sanctuary, offering 792 elegant guestrooms and suites across three unique wings, including specially designed family-themed rooms and family-centric amenities.

Role Overview

We are seeking a Guest Service Officer to join our Serviced Apartment team, focusing on delivering outstanding front desk and guest relations services in line with Shangri-La's high standards of performance and quality.

Key Responsibilities

• Enhance guest satisfaction by gathering, recording, and acting on guest preferences.
• Model exceptional service during guest interactions, providing prompt responses to feedback and escalating issues when required.
• Manage arrival and departure procedures including welcoming guests, explaining in-room amenities, conducting check-ins and check-outs accurately, and ensuring folios are balanced daily.
• Promote hotel services through effective upselling and manage walk-in guests professionally.
• Maintain cleanliness of the reception and lobby areas, oversee traffic flow with coordination from the Bellman, and collaborate with departments to facilitate guest logistics and amenities.
• Prepare documentation such as guest letters for maintenance requests and update lists like daily newspapers and amenities.
• Handle administrative tasks including printing and following up on trace reports, ensuring proper communication with security for late arrivals/departures, and preparing cashiering reports as per hotel procedures.
• Follow strict health, safety, and security protocols along with confidentiality policies concerning guest information, including compliance with key control measures to ensure guest safety.

Candidate Requirements

• At least one year of experience in hospitality or related service industries.
• A friendly and service-oriented demeanor.
• Proficiency in more than two languages is advantageous.