Guest Services Officer - Horizon Club
À propos du poste
Shangri-La Singapore
Key Responsibilities:
- Creates a positive and highly motivated working environment that promotes and develops teamwork, guest care and respect amongst colleagues.
- Attends and participate during daily briefings which helps keep the Horizon Club Team up to date and well informed regarding developments and events in the hotels/company, VIP and group arrivals/movements, guest feedback, service opportunities and forecasted business patterns.
- Ensures guest preferences are collected, and correctly recorded
- Builds relationships with guests to delight and gain loyalty.
- If guest feedback is received, to escalate to SL/AHCM/HCM if SA is unable to handle
- Follows hotel’s policies and procedures at all times.
- Ensures that the service, quality and set-up of the buffet breakfast, afternoon tea and evening cocktails are in accordance with the Shangri-La Quality Standards and that all other services in the Horizon Club are in keeping with the current Corporate guidelines.
- Takes personal ownership to follow-up of any guest requests and feedback received during their shifts
- Ensures service defects are promptly and correctly recorded in GReAT and escalated as necessary.
- Ensure missing guest registration and Kunlun is cleared daily by the end of each shift
- Ensures the Horizon Club lounge is clean at all times.
- Handles F&B aspect of the lounge and to ensure all new hires and Service Associates are all trained to have multi skills (F&B and Front Office)
- Ensures that SFSMS guidelines are adhered to at all times in the food and beverage areas of the Horizon Club operation
Requirements
- Diploma/certificate in hotel management studies
- Minimum 1 years working experience in the Front Office of a 200+ room, four/five star international hotel or related guest contact, service industry.
- Passion for delivering exceptional guest service and creating memorable experiences.
- Neat and pleasant appearance
- Well groomed
- Guest focused
- Displays initiative
- Good communication skills
- Département: Service Clients
