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Front Office Executive (Guest Relations)

Country:  Singapore
State:  Singapore
Job Function:  Customer Service, Maintenance & Operations
Job Posting Date:  7 Nov 2024

ABOUT FRASERS PROPERTY LIMITED
Frasers Property Limited (“Frasers Property” and together with its subsidiaries, the “Frasers Property Group” or the “Group”), is a multinational investor-developer-manager of real estate products and services across the property value chain. The Group is listed on the Main Board of the Singapore Exchange Securities Trading Limited (“SGX-ST”) and headquartered in Singapore.

Frasers Property's multinational businesses operate across five asset classes, namely, residential, retail, commercial & business parks, industrial & logistics as well as hospitality. The Group has businesses in Southeast Asia, Australia, Europe and China, and its well-established hospitality business owns and/or operates serviced apartments and hotels in over 20 countries and more than 70 cities across Asia, Australia, Europe, the Middle East and Africa.

Frasers Property is also the sponsor of two real estate investment trusts (“REITs”) and one stapled trust listed on the SGX-ST. Frasers Centrepoint Trust and Frasers Logistics & Commercial Trust are focused on retail, and industrial & commercial properties, respectively. Frasers Hospitality Trust (comprising Frasers Hospitality Real Estate Investment Trust and Frasers Hospitality Business Trust) is a stapled trust focused on hospitality properties. In addition, the Group has two REITs listed on the Stock Exchange of Thailand. Frasers Property (Thailand) Public Company Limited is the sponsor of Frasers Property Thailand Industrial Freehold & Leasehold REIT, which is focused on industrial & logistics properties in Thailand, and Golden Ventures Leasehold Real Estate Investment Trust, which is focused on commercial properties.

The Group is committed to inspiring experiences and creating places for good for its stakeholders. By acting progressively, producing and consuming responsibly, and focusing on its people, Frasers Property aspires to raise sustainability ideals across its value chain, and build a more resilient business. It is committed to be a net-zero carbon corporation by 2050. Building on its heritage as well as leveraging its knowledge and capabilities, the Group aims to create lasting shared value for its people, the businesses and communities it serves. Frasers Property believes in the diversity of its people and is invested in promoting a progressive, collaborative and respectful culture.

For more information on Frasers Property, please visit frasersproperty.com or follow us on LinkedIn.

Job Summary

We are looking for a Guest Relations Executive to provide high-quality service to our hotel customers. You will address complaints and go the extra mile to make sure our guests are satisfied. In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers. Your goal will be to ensure our guests enjoy themselves and plan to come back to our facilities.

Job Description

  • Answer phones in a prompt and courteous manner.
  • Welcome guests in a friendly, prompt, and professional manner.
  • Register guests, issue room keys, provide information on hotel services and room location.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Work closely with the Duty Managers (DM)/Guest Relations Executive (GRE) to ensure daily operations in Front Office are run smoothly.
  • Ensure all the areas in Front Office are covered by sufficient manpower at all times. Assist to oversee and train all Front Office associates to ensure consistency of service rendered to all guests.
  • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
  • Issue, control, and release guest safe-deposit boxes.
  • Up-sell rooms where possible to maximize hotel revenue.
  • Respond appropriately to guest complaints. Make appropriate service recovery gestures to ensure total guest satisfaction.
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.
  • Promote teamwork and quality service through daily communications and coordination with other departments.
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc

 

Key Qualification

  • Minimum 2 to 3 years of relevant experience in front office.
  • Proficiency in Inforbrand HMS - Hotel Management System will be an added advantage
  • Must be flexible on schedule, including availability for weekends and holidays

Diversity brings us closer to the communities we serve.

Guided by our Purpose, we are creating, inspiring, and nurturing an inclusive culture that unlocks the power of diverse teams to drive Frasers Property forward. Our values drive everything we do, which are core to creating safe places where everyone belongs, is mutually respected and feels empowered to be authentic at work. Working collaboratively makes us progressively stronger and better as an organisation, which helps our people to thrive each day.

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