Guest Relations Officer

2 weeks ago

Singapore Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

JOB SUMMARY
Work closely with the Duty Managers (DM) to ensure daily operations in Front Office are run smoothly. Ensure all the areas in Front Office are covered by sufficient manpower at all times. Assist to oversee and train all Front Office associates to ensure consistency of service rendered to all guests.

JOB DESCRIPTION

  • Ensure all Standard Operating Procedures and Local Operating Procedures are adhered to and carried out.
  • Monitor room assignments to ensure all guest requests are met or provide guests with an alternative if unable to meet requests.
  • Master all duties and responsibilities of a Guest Relations Agent and provide guidance and supervision while on shift.
  • Check and ensure that all tasks stated on the associate's daily operation checklists are completed before the end of each shift (Applies for all sections and including printing of reports required).
  • Handle all guest requests and complaints and take ownership of guests' feedback. Correspond with guest.
  • Ensure key packets for guest are properly packed according to the hotel's standard and room assignment is in accordance to guest requests and preferences.
  • Assist to handle overbooked situations with Duty Managers/AFOM/FOM.
  • Handle night audit duties, Opera interface and liaising with Opera support when shut down is required.
  • Know all hotel emergency procedures at all times, including and not limited to, systems contingency report, hotel's business continuity plan, hotel's contingency plan, and to be available to assist guests.
  • Log daily incidents (where applicable) and be aware of any general liability issues and if unclear, to check with Duty Managers, before any actions taken.
  • Ensure all areas under the Front Office's jurisdiction are cleaned at all times. (Including but not limited to the hotel lobby, back office, Concierge storage).
  • Ensure hotel's properties, department's equipment are handled with care by all associates and used according to proper procedures at all times. Monitor guests' supplies and office supplies, and requisite through the necessary hotel platform in a timely manner.
  • Ensure hotel's properties, department's equipment are handled with care by all associates and used according to proper procedures at all times. Monitor guests' supplies and office supplies, and requisite through the necessary hotel platform in a timely manner.
  • Assist to prepare and conduct 15 minutes training for all Front Office Associates.
  • Maintain effective service in line with the Hotel's Corporate Image:
  • Company's Grooming Standard
  • Standard Operating Procedures
  • Departmental Policies
  • Corporate Policies
  • Payment and Crises Handling:
  • Associate will be trained accordingly and must be able to process all valid methods of payment accepted by the Hotel
  • Process all transaction postings as required
  • Blind drop at end of the shifts, according to Marriott Standards.
  • Cash float handling with integrity
  • Count cash float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
  • Obtain manual authorizations and follow all Hotel's downtime procedures during unexpected situations
  • Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

  • At least 2 year(s) of working experience in the related field is required for this position.
  • Great communication & presentation skills.
  • Proficient in problemsolving & followup skills.
  • Customeroriented, well organized & outgoing personality.
  • Rotating shift work basis.
  • Able to start work within short notice period.
  • We regret that only shortlisted applicants will be notified._
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 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. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most impo

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