Senior / Guest Service Assistant (Village Cluster)

About the role

This role ensures efficient and courteous service in baggage handling, transport assistance and general enquiries within a hotel village cluster. It involves handling all baggage-related tasks for hotel guests and supporting the team, working closely with the Assistant Manager.

Key responsibilities

• Handle all baggage-related tasks for hotel guests and support the team.
• Respond courteously and tactfully to guests' complaints, requests and inquiries, working with the Assistant Manager.
• Collaborate with Concierge and Reception on guests' arrival and departure.
• Build contact with house guests and long-staying guests and offer assistance when needed.
• Make courtesy calls to guests.
• Know all hotel room types, rates and availability, spot upselling opportunities and help optimise room revenue.
• Keep up to date on tourist-related information.
• Maintain and manage the stock of promotional materials for daily operations.
• Carry out any other duties assigned by supervisors.

Required profile

• Minimum GCE 'O' Level or equivalent; hospitality or customer service experience preferred.
• Friendly, service-oriented, with good communication and interpersonal skills.
• Team player able to work closely with Front Office and other hotel departments.
• Neat, professional appearance and positive work attitude.
• Willing to work rotating shifts, weekends and public holidays.