SINGAPORE – Guest relations executive Elaine Chua works 9½-hour shifts five days a week at Swissotel The Stamford. Even though the 24-year-old’s schedule changes weekly, and some days start earlier and end later than others, she finds it easy to be motivated for work.
“At the end of the day, it’s very heartening to see that guests enjoy their stay with us. It makes me feel like all the effort put in is worth it.” Mr Kevin Wee, senior lecturer at the School of Business Management in Nanyang Polytechnic , says: “While there have been some who initially felt that the industry was too ‘menial’ and labour-intensive, their perspectives typically shift after a few real-life encounters with guests who appreciated the service and solutions that they offered.”
“We’re in the ‘happiness’ business. Not many people have that opportunity to make an impact by creating happy moments for others,” she says of the enduring appeal of tourism-related jobs. This is despite the long and often irregular working hours, and lower pay, compared with, say, a nine-to-five clerical job. According to jobs portal Jobstreet, the typical monthly salary for an entry-level guest relations officer role is $2,550.
Mr Larry Lee, 27, founder of community-driven travel platform Sotravel, pivoted from software engineering to the tourism industry in 2023 to share his love for outdoor activities and travel with like-minded people. Ms Adrienne Yim, 26, worked her first full-time job as a receptionist at Pan Pacific Serviced Suites Beach Road for 1½ years before moving to cruise line Royal Caribbean International as a marketing executive in December 2022.
are poised to provide thoughtful and meticulous service, which plays a significant role in guest satisfaction. Even though she has been on the job for only about two months, it is small touches like these that she knows she would appreciate too.