Guest Engagement Executive - FURAMA HOTEL SINGAPORE PTE LTD

Roles & Responsibilities

1) Front Office Operations

Execute all Front Office responsibilities, including guest relations and executive club operations, ensuring a high standard of service that meets or exceeds guest expectations. Adhere to the hotel’s policies, procedures, and standards while creating a welcoming and personalized guest experience. Oversee and manage junior staff in the absence of managers.

2) Guest Satisfaction and Relationship Building

Proactively anticipate and address guest needs and requests, ensuring their complete satisfaction. Recognize and prioritize repeat and VIP guests. Foster personal connections with guests, actively encourage feedback, and continuously take initiative to meet their needs.

3) Team Support and Supervision

Support the Assistant Guest Engagement Manager in overseeing operations and stand in for the Guest Engagement Manager when necessary, ensuring seamless team management and guest service delivery.

Report for duty on time in full uniform. Always maintain a smart, well-groomed appearance, and a friendly, cheerful attitude.

4) Perform concierge, telephone operator, and counter sales duties by attending to guests' inquiries / requests regarding hotel facilities / services, tourist information / tours, self-service launderette, photocopy services, foreign currencies, and more.

5) Carry out pre-arrival activities, including but not limited to : preparing welcome amenities for VIPs and welcome letters for Executive Club / Suite guests, efficient room assignment, charging Non-Refundable Deposit bookings, and checking attached correspondence as required.

6) Escort guests to the reception counter, assist with check-in and check-out, or perform in-room check-in for VIPs. Explain the guest's entitlements and promote in-house facilities.

7) Perform daily tasks such as due-outs, stay extensions, late checkouts, no-shows, and room and rate changes, in accordance with established procedures.

8) Sell and show rooms to potential guests, including walk-ins. Take room reservations and up-sell whenever possible.

9) Process transactions while adhering to the hotel’s accounting and control procedures. Handle various payment methods, including cash, credit / charge cards, corporate accounts, and vouchers, ensuring accurate posting of guest expenses and preparing the necessary documents.

10) Issue keycards and related vouchers (e.g., car park coupons) according to established procedures. Ensure all vouchers and coupons are accounted for by month-end.

Ensure all guests' luggage is properly handled upon check-in and check-out.

11) E ffectively manage “Temporary Luggage Storage” and “Left Luggage” procedures.

12) Count and balance the cash float entrusted to you, and follow the proper procedure for handing over the float.

13 )Assist the Assistant Guest Engagement Manager in preparing the ‘High Balance’ report to ensure guest credit limits are maintained within the established thresholds.

14) Check group accounts to ensure room and related charges are accurate for billing purposes.

15) Maintain counter spaces and ensure equipment used is in good working condition.

16) Communicate with other departments to meet operational needs.

17) Prepare room inspection reports, daily operational reports, and maintain daily logbooks.

18) Attend to guest inquiries and requests, which may include flight confirmations, tour and transport arrangements.

19) Gather important guest information, such as birthdays and anniversaries, to create, maintain, or update guest histories.

Handle guest complaints and issues promptly, efficiently, and courteously. Escalate to the Duty Manager if necessary and personally attend to guests' needs whenever possible.

20) Make daily courtesy calls to in-house guests for guest relations purposes and submit records accordingly.

21) Gather guest feedback and suggestions for follow-up.

22) Handle all incoming and outgoing calls according to the hotel’s standards. This includes :

• Wake-up calls
• Do-Not-Disturb requests
• Call screening
• Message taking
• Bar calls

23) Familiarize yourself with all emergency procedures.

24) Prepare various reports for management.

25) Process backend adjustments, such as refunds or cancellations, as required.

26) Perform other duties as assigned from time to time.

27) Perform Front Office night audit procedures and hotel close-day procedures, if required.

28) Issue car park coupons for in-house guests.

Tell employers what skills you have

Editorial

Interpersonal Skills

VIP

Content Management

Guest Relations

Accounting

Journalism

Team Management

Copywriting

Facebook

Screening

Audit

Service Delivery