Guest Relations Executive

About METT Singapore and Sunset Hospitality Group

Sunset Hospitality Group is an international lifestyle hospitality organization managing over 81 venues across 22 countries, including hotels, resorts, restaurants, beach clubs, nightclubs, and fitness centers. They deliver authentic and diverse hospitality experiences worldwide. METT Singapore, located in the heart of Fort Canning Park, is a distinguished lifestyle hotel that combines colonial charm with modern elegance. It features 84 rooms and suites, two pools, and exclusive spaces for dining, wellness, and social engagement, providing guests with meaningful and refined experiences.

Role Overview

The Guest Relations Executive serves as the primary point of contact for guests upon arrival, offering outstanding service from entry through to room escort, ensuring memorable stays. Positioned in the hotel lobby, this role handles all guest arrangements from arrival to settling in.

Core Responsibilities

• Manage front desk functions smoothly, including check-in/out, currency exchange, room changes, auditing balances, preparing daily reports, and food and beverage services, adhering strictly to hotel policies and procedures.
• Assist guests in a courteous, professional manner by providing room orientation and escorting them within the hotel, aiming to use guests’ names multiple times during interactions to personalize service.
• Communicate any guest complaints to the Guest Relations Manager and support walk-in guests with alternative lodging options if the hotel is at full capacity.
• Coordinate with other departments regarding guest arrivals, room modifications, check-outs, and special requests.
• Participate in shift briefings to stay informed of hotel operations and activities.
• Ensure thorough shift handovers with proper follow-up and issue resolution.
• Maintain comprehensive guest records, including passport details, nationality, date of birth, and email addresses.
• Carry out additional reasonable tasks as assigned.

Qualifications and Skills

• At least one to two years of experience in a comparable hospitality role, ideally within a luxury hotel environment.
• Strong communication and interpersonal abilities.
• Basic proficiency in computer operations; familiarity with Opera hotel software is advantageous.
• Customer-centric with an upbeat attitude and friendly presence.
• Capable of performing efficiently under pressure.
• High energy with a positive mindset and enthusiasm to exceed guest expectations.
• Demonstrates a sincere dedication to hospitality and customer service.
• Availability to work in shifts including weekends and public holidays.