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Guest Services Officer

4 months ago

Singapore Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Courtyard Singapore Novena, 99 Irrawaddy Road Novena, Singapore, Singapore, Singapore

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.


Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation.

Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

DUTIES AND RESPONSIBILITIES

  • Register hotel guest into the system with emphasis on fulfilling guest request, following necessary handling instructions and to establish credit policies and procedures
  • Select and block rooms for arriving guest in taking into consideration special request, pre register VIPS, individuals or groups
  • Work closely with Housekeeping to ensure that special requests are met and follow up accordingly
  • Ensure that all guest information is correctly updated into Property Management System and maintained in an organized manner
  • Utilize the Property Management System to generate Shift and Daily report
  • Check guest out of the Hotel in accordance to the procedures; make billing changes, post charges accordingly
  • Ensure all guests complains are heard and reported to Guest Services Supervisor.
  • Work with Supervisors regarding hotel business to keep them in an informed position
  • Understand Marriott Brand Standards Audit (BSA) and to ensure consistency in executing the task as per SOPs
  • Must be ready for new tasks given by Supervisors or Managers
  • Must know minimum the basics of Marriott Rewards
  • Must be confident to upsell rooms

What we're looking for

  • Strong communication skills
  • Customer Oriented
  • A gift for paying attention to the smallest details
  • Exercise good judgement and maintain a professional demeanor
  • Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, peoplefirst culture. We are committed to nondiscrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
At Courtyard, we're passionate about better serving the needs of travelers everywhere.

It's what inspired us to create the first hotel designed specifically for business travelers, and it's why the Courtyard experience today empowers our guests, no matter the purpose of their trip.

We're looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve - all while having fun.

In joining Courtyard, 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.