Senior Officer, Guest Services

at  GWC SERVICED APARTMENTS PTE LTD

RESPONSIBILITIES:

Administration duties:

• Assist to verify monthly tax invoices received from vendors.
• Check and ensure all payments posted in RMS by GSOs are correct before banking-in.
• Prepare remittance advices for cash, credit card and cheque payment. To assist with bank in of cash via ATM located in GW mall.
• Raise Purchase Order in SAP.
• Assist Guest Services Manager to obtain quotations from vendors as and when required.
• Maintain a shared petty cash float of $1000 and raise petty cash claim forms when required.
• Responding to residents’ survey received via Review Pro.

Apartments:

• Inspect and check apartments for VIP/CIP new arrivals, raise work order via e-Connect for defects.
• Assist with site inspection during weekends, public holiday and after office hours.
• Change and replace apartment’s door lock batteries and safe box batteries as and when needed.

Front Office & Cashiering Duties:

• Cover GSOs’ duties when shortage of manpower and/or when GSO on meal break. Duties of GSOs includes but not limited to –
• Perform check-in and check-out.
• Collect payment from residents.
• Programming of apartment’s keycards.
• Posting of sales transactions and miscellaneous charges in RMS.

Guests’ Activity:

• Plan and executive monthly resident’s activity.

Residents’ Matters:

• Attend to and resolve residents’ requests and complaints promptly and courteously
• Coordinate with other departments and service provider to resolve resident’s feedback or complaints.
• Perform investigation on reported lost item(s) in apartment and/or incident involving residents.
• Process forms for refund of deposits for checked-out residents.

Staff Matters:

• Oversees team’s tardiness and grooming.
• Preparation of monthly team’s roster.
• Coaching and guiding GSOs in the handling of difficult and demanding residents.

Operations Routine/Others:

• Assist to oversee the security team. Read security occurrence book daily and ensure that follow-up actions are taken on feedbacks or complaints by residents.
• Oversees all Facilities (Lounge, Gymnasium, Rejuvenate, Play) to ensure in good condition and liaise with vendors for repair works as and when required.

JOB RESPONSIBILITIES:

• At least 2 years of experience in hotel / serviced apartments / customer service
• Minimum GCE ‘O’ Level or Diploma in Hospitality / Tourism
• Any 5 days work week including weekends and public holidays
• Shift work (730am - 330pm / 2-10pm)