Guest Services Expert, Service Express

Position Overview

The Guest Services Expert at Westin Hotels & Resorts in Singapore provides comprehensive support by addressing guest inquiries and requests across multiple communication channels including telephone, email, chat, and mobile devices. This role involves managing telephone switchboards, handling wake-up call requests, connecting calls efficiently, and ensuring precise message recording and delivery.

Key Responsibilities

• Receive, log, and follow up on guest requests and concerns by coordinating with relevant departments such as Bellperson and Housekeeping.
• Inform guests about room features, hotel amenities, and local attractions to enhance their stay experience.
• Handle room service orders by assisting with menu selections and recording transactions through the point-of-sale system.
• Assist guests with internet access and in-room entertainment services.
• Adhere strictly to company policies, maintain a clean and professional appearance, safeguard proprietary information, and protect company assets.
• Welcome guests warmly, anticipate their needs, assist guests with disabilities, and express genuine appreciation during interactions.
• Communicate clearly and professionally with guests and colleagues, including the proper use of telephone etiquette.
• Collaborate effectively within the team to meet shared objectives and maintain positive workplace relationships.
• Meet quality assurance standards and expectations consistently.
• Engage in physical activities such as standing, sitting, walking for extended periods, and handling objects weighing up to 10 pounds without assistance.
• Perform additional reasonable duties as directed by supervisors.

Qualifications and Additional Information

• Minimum education requirement is a high school diploma or GED equivalent.
• No prior related work or supervisory experience is required.
• No licenses or certifications are necessary.
• The position is classified as non-management.
• Location: 12 Marina View, Singapore, Singapore, postal code 18961.
• Work schedule: Full-time, on-site.
• Job is categorized under Rooms & Guest Services Operations.
• Westin Hotels & Resorts is committed to equal opportunity employment, fostering diversity, and ensuring a respectful and inclusive workplace.
• The brand emphasizes wellness and encourages employees to embody well-being practices both professionally and personally.
• Ideal candidates are passionate, active, optimistic, and adventurous, aspiring to deliver the brand's wellness-focused hospitality experience.