Guest Service Officer – Night

Scope

This position exists to provide a high level of guest service during the night shift, ensuring guest satisfaction and maintaining a positive image of the property and the Group. The Guest Service Officer (Night) is responsible for managing guest check-ins, responding to inquiries, ensuring guest safety and security, and performing night audit tasks. This role is crucial in maintaining smooth overnight operations, while adhering to The Ascott Limited’s (TAL) policies and procedures.

Functional Duties

·Welcome and assist late-arriving guests, ensuring a smooth check-in experience with professionalism and attentiveness.

·Verify guest details for room access, maintaining privacy and security, and address any late-night inquiries or emergencies.

·Conduct regular property security checks and monitor public areas throughout the night to ensure a safe environment for guests and staff.

·Complete nightly financial balancing, process transactions, and prepare end-of-day reports, ensuring all banking and paperwork are accurate and authorized.

·Communicate with housekeeping and relevant departments on early departures, VIP requests, and guest needs for the morning, providing a detailed shift handover for smooth transitions.

·Address guest complaints or issues promptly, escalate to the night manager as needed, and ensure follow-up on all incidents.

·Conduct room and facility checks during the night, reporting any maintenance issues to ensure guest readiness and quality.

·Maintain the cleanliness and presentation of the lobby and public areas to high standards throughout the shift.

·Complete nightly administrative tasks, including key audits and bucket checks, to ensure accurate records and guest account security.

·Adhere to company policies for handling charges, account adjustments, and cash management, ensuring the cash float is secure at all times.

·Stay informed on room availability, current rates, and promotions to assist with any late-night booking inquiries or reservation changes.

·Perform additional tasks as directed by the supervising night manager to ensure smooth operation of the night shift.

Internal/External Relations & Communication

·Provide informative and accurate information to contacts in a positive, personal and friendly manner.

·Assist where possible in ensuring customer expectations are being met and client’s needs are satisfied.

·Ensure a friendly and informative telephone and face-to-face manner to quickly build rapport with contacts and existing clientele.

People and Culture

·Facilitate and champion The Ascott Limited’s Goals, Behaviours and Philosophies.

·Ensure compliance with all People and Culture Policies and Procedures.

·Maintain a well-groomed and pleasant appearance, complying with Grooming Standards.

·Attend training and staff meetings as required.

·Submit timesheet, PAF’s & supporting documentation on time for processing with appropriate signatures of approval.

Responsibilities

·Ensure all corporate equipment and assets are used correctly, effectively and well looked after, reporting any issues to your manager.

·Compliance with CapitaLand’s Environmental Health & Safety Management System (EHSMS) and continuing to follow current practices and procedures for ISO 14001 & OHSAS 18001 certification.

·Adhering to CapitaLand’s Environmental Health & Safety (EHS) Policy:

–  carry out exemplary Environmental, Health and Safety practices to minimize pollution and health and safety risks

–  seek continuous improvement on its environmental, health and safety performance

–  comply with pertinent legislations and other requirements

–  implement the CapitaLand Green Buildings Guidelines and Occupational Health and Safety programmes