Job description
AzureLine Hotels & Resorts invites you to lead our Guest Services Team at a premium property in the heart of Singapore. We seek a proactive, guest-focused professional who thrives in a fast-paced, luxury hospitality environment. This role combines front desk leadership, guest liaison, and a passion for delivering unforgettable experiences.
As a cornerstone of our guest journey, you will partner with departments to ensure seamless service, anticipate guest needs, and uphold the brand standard that defines AzureLine. If you excel at hospitality excellence, empower your team, and create lasting memories for guests, we want you on our team.
Responsibility
- Greet guests with warmth and professionalism, guiding them through the arrival and departure experience at the front desk or concierge.
- Manage check-in/check-out, room assignments, and billing using our Property Management System (PMS) with accuracy and efficiency.
- Oversee reservation handling, upsell hotel amenities and services, and maximize revenue opportunities.
- Coordinate with housekeeping, engineering, and food & beverage to fulfill guest requests promptly and with precision.
- Resolve guest issues and complaints with a calm, solution-oriented approach, escalating to supervisors when needed.
- Maintain brand standards, health and safety policies, and security procedures to ensure guest trust and satisfaction.
- Coach and mentor junior colleagues, promoting teamwork, training, and professional development.
- Monitor guest feedback and service metrics, implementing continuous improvements to elevate the guest experience.
Qualification
- Minimum 2 years of experience in hospitality, hotel front desk, or guest services within a premium property.
- Exceptional communication and interpersonal skills in English; additional languages (Mandarin, Malay, or Bahasa) are a plus.
- Proficiency with Property Management Systems (e.g., Opera, Fidelio) and related hospitality software; basic POS experience is beneficial.
- Strong problem-solving abilities, conflict resolution skills, and a calm, guest-centric demeanor.
- Demonstrated leadership, teamwork, and the ability to train and motivate colleagues.
- Willingness to work flexible shifts, including evenings, weekends, and holidays.
- Bachelor’s degree in Hospitality, Tourism, or a related field preferred; high school diploma accepted with relevant experience.