Guest Experience Specialist (Guest Services & Concierge)

Job Summary:
We are seeking a warm, service-oriented and attentive Guest Experience Specialist (Guest Services and Concierge) to join our team. This role is responsible for delivering personalized and memorable guest experiences by providing concierge services, handling guest requests, and offering expert recommendations. You’ll play a key role in enhancing guest satisfaction and strengthening our brand reputation through exceptional service delivery.

Key Responsibilities:

• Welcome guests upon arrival with warmth and professionalism, offering assistance and guidance as needed. 

• Provide personalized recommendations on local attractions, dining options, entertainment venues, and highlights at Resorts World Sentosa. 

• Facilitate reservations and bookings for restaurants, transportation, tours, and special events, ensuring accuracy and timeliness. 

• Maintain up-to-date knowledge of hotel amenities, services, and promotions to effectively communicate and upsell offerings. 

• Handle guest enquiries, concerns, and special requests with empathy and discretion, ensuring prompt resolution. 

• Coordinate with internal departments such as Front Office, Group Reservations, Valet, and Transportation to ensure seamless guest experiences. 

• Maintain an organized concierge desk area, including inventory of brochures, maps, and promotional materials.

Requirements:

• Minimum GCE ‘O’ Level or equivalent. 

• Minimum 1 year of customer service experience, preferably in hospitality sector. 

• Strong communication and interpersonal skills with a genuine passion for service excellence. 

• Good organizational skills and ability to multitask in a fast-paced environment. 

• Proficient in basic Microsoft Office applications (Word, Excel, PowerPoint). 

• Resourceful, proactive, and detail oriented. 

• Knowledge of local attractions, landmarks, and cultural institutions in Singapore.