Novotel Singapore on Stevens : Senior/ Guest Service Agent

Company Overview / Employee Value Proposition

Novotel Singapore on Stevens and Mercure Singapore on Stevens are committed to attracting, recruiting and retaining diverse talents from all walks of life. At Novotel Singapore on Stevens and Mercure Singapore on Stevens, we value and celebrate diversity, provide pay equity and equal opportunities for promotion, training and development programmes. We pride ourselves in creating and sustaining an inclusive and equitable working and learning environment for all.

Located along the arterial road that leads to Singapore’s iconic Orchard Road sits a stunning new lifestyle hub – the 254-room Novotel Singapore on Stevens and 518-room Mercure Singapore on Stevens, along with an eclectic array of F&B outlets. Step into this lush urban paradise equipped with an infinity pool, lap pool, tennis court, 24-hour gym, 9 meeting spaces, ballrooms and 4 hotel restaurants and bars, with 7 additional dining outlets.

Awarded Gold in the 2018 Melbourne Design Awards for its creative architecture, the Novotel Singapore on Stevens and Mercure Singapore on Stevens building tells a unique story from its aerial view to the elements around the hotel.

Responsibilities

• Assist guests with check-in and checkout processes and complete cashiering duties accurately to ensure smooth guest transactions
• Review arrival lists and prepare compendiums before guest arrivals and input guest information into the system as needed to facilitate efficient check-in
• Welcome guests on arrival, register them, and issue room keys following departmental standards and procedures to provide a positive first impression
• Ensure members receive all entitled benefits and provide special recognition and service to repeat guests and VIPs by preparing and sending welcome cards and amenities before arrival
• Collaborate closely with other departments to fulfill guest requests and meet their needs promptly and effectively
• Update and maintain the repeat guest history system to support personalized guest experiences
• Promote Inter-Hotel sales and in-house facilities to guests according to departmental standards to maximize hotel revenue
• Address guest complaints and comments tactfully and efficiently to resolve issues and maintain guest satisfaction
• Manage guests’ mails, messages, and phone calls professionally to support guest communication needs
• Protect guest privacy and confidentiality by ensuring no guest details are disclosed improperly
• Monitor in-house credit accounts vigilantly and act promptly on any discrepancies to safeguard hotel assets
• Alert Security or Duty Manager immediately upon identifying suspicious persons or articles to maintain hotel safety
• Perform other reasonable duties assigned by Management to support hotel operations

Only short-listed candidates will be contacted.