Job Description

Guest Service Executive

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Responsible for ensuring a consistently high standard of excellent customer service for all guests. Reception duties include ensuring guests experience a swift and pleasant arrival, stay, and departure.

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Key responsibilities

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- Deliver efficient and professional guest service throughout the check-in, check-out and in-house guest journey.
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- Oversee room inventory, room assignments and room availability to optimise occupancy, maximise upselling opportunities and accommodate guest preferences whenever possible.
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- Coordinate closely with Housekeeping and other operational departments to ensure timely room readiness, manage arrivals and departures, and facilitate smooth daily operations.
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- Lead and conduct daily pre-shift briefings to communicate operational updates, service priorities, VIP arrivals and other essential information to the Front Office team.
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- Handle group arrivals and departures by coordinating with Reservations and relevant departments to ensure seamless execution.
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- Respond promptly to guest enquiries, emails, requests and feedback, ensuring timely follow-up and appropriate service recovery.
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- Anticipate guests' needs, exercise sound judgement in resolving issues, and identify suitable alternatives to exceed guest expectations while maintaining service standards.




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- Escalate significant operational issues and guest concerns to the Guest Service Manager or relevant leaders to ensure timely resolution and operational continuity.
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Requirements

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- Minimum GCE O Level qualification; Diploma in Hospitality Management or equivalent
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- Customer-oriented with a positive attitude and a passion for delivering exceptional guest service.
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- Excellent communication and interpersonal skills, with the ability to build rapport, anticipate guest needs and provide personalised service.
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- Strong organisational, multitasking and problem-solving skills, with the ability to prioritise effectively in a fast-paced environment.
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- Demonstrated leadership qualities with the ability to motivate others and uphold service excellence.
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- Able to work independently while contributing effectively as part of a collaborative team.
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- Detail-oriented, adaptable and proactive, with the ability to remain composed under pressure.
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- Excellent command of spoken and written English.
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- Willing to work rotating shifts, including weekends and public holidays.
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Why Join Us?

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- Agile and supportive work environment
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- Opportunities for learning and professional development
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📌 Guest Service Executive (Liverpool)
🏢 SEAMEO Regional Language Centre
📍 Liverpool