Guest Relations Agent

4 weeks ago

Singapore Marriott International Full time
Job Number 24141020
Job Category Rooms & Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

Responsible for the day-to-day services of the Concierge and Bell operations. Ensuring satisfaction and comfort of all guests, and also keeping up of the desk area. The Concierge is also responsible for ensuring all Bell associates conduct their work ethically and with integrity. The Concierge should also be fully aware of and acts in accordance to the Hotel's standards and the Brand Standards.

JOB DUTIES AND RESPONSIBILITIES

1. Supervise and control the activities of the Bellman and Doorman.

2. Maintain the cleanliness and the condition of the Marriott and Singapore's flag and report abnormalities to FOM / AFOM / DM.

3. Perform daily Concierge and Bell Service duties which includes, but not limited to:

• Welcoming and greeting guests with a smile and positive attitude,

• Providing hotel guests with information about local attractions,

• Providing hotel guests with reservations-making at restaurants and attractions,

• Providing hotel guests with information about services and facilities of hotel,

• Assisting hotel guests with ground transportation arrangements,

• Liaising with transport vendor in case of discrepancies,

• Escort arriving and departing guests in a pleasant and respectful manner,

• Delivery of packages and luggage for internal and external guests,

• Maintains short-term and long-term luggage storage,

• Reviewing daily movement logs for abnormalities,

• Responding to internal and external e-mails and tele- enquiries using appropriate etiquette and professionalism,

• Reviewing the local events and happenings in the city and sharing internally and with guests.

4. Ensure all storage items are recorded, and tags are issued accordingly.

5. Attend daily briefing and 15 minutes training.

6. Ensure to submit monthly training calendar to FOM and to conduct daily 15 minutes training for Bell associates.

7. Maintain good and consistent co-ordination with Front Desk and At-Your-Service teams to facilitate the delivery of the guest luggage, room changes, and all ad-hoc duties.

8. Ensure function sheet displayed on notice board is updated.

9. Maintain cleanliness and order at the Concierge Counter, Bell Stand, and hotel lobby.

10. Ensure equipment used for daily operation are handled with care and all trolleys are polished nightly.

11. Understand the hotel's safety features and procedures.

12. Ensure all bell service associates to provide service with a smile and to speak to the guests in a warm and friendly manner.

13. Maintain effective service in line with the Hotel's Corporate Image

• Company's Grooming Standard

• Standard Operation Procedures

• Departmental Policies

• Corporate Policies

14. Cash/Bank Handling

• Process all payment methods in accordance with Accounting procedures and
policies.

• Follow property control audit standards and cash handling procedures (e.g., blind drops).

• Count bank at end of shift, complete designated cashier reports, resolve any
discrepancies, drop off receipts, and secure bank.

• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.

• Transport bank to/from assigned workstation, following security procedures.

• Set up and organize cashier workstation with designated supplies, forms, and
resource materials; and maintain cleanliness of workstation at all times.

15. To ensure and follow established procedures and compliance as per LSOP guidelines.

16. Any other duties as may be assigned from time to time.

JOB REQUIREMENTS
  • Minimum qualification of GCE 'N' level
  • Have at least 1 year of experience in handling Senior Bellman / Bellman position.
  • General knowledge of SIngapore city.
  • Great communication & interpersonal skills.
  • Great teamwork.
  • Able to start work within short notice period.


Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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