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Guest Relations Agent

3 months 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
Assist GROs and FO Managers to ensure that daily operations are run smoothly. Ensure all guests have an efficient check-in and check-out process in line with our Standard Operating Procedures. Always greet guests with a smile. Be warm and friendly and ensure the check-in and check-out processes meet standards.

JOB DUTIES AND RESPONSIBILITIES

  • Check Arrivals and Departures of the day
a. Ensure room/s are assigned according to special requests and preferences
b. Ensure key packets are prepared according to Elite membership tiers
c. Ensure to familiarise with the VIPs of the day and extend courtesies
d. Ensure that guests are checked in to Vacant Inspected rooms
e. Ensure that the billing is accurate before presenting the invoice to guests

  • Checkin and checkout, and assistance at the Front Desk must be provided in line with the Marriott Brand Standards.
  • Enroll all guests in Marriott Bonvoy programme and explain the membership benefits in detail.
  • Handle and solve guests' complaints. To escalate to the necessary departmental leaders where necessary and to record and share the incidents in the appropriate Marriott channels.
  • Provide information about the hotel and the surrounding community; to provide Concierge information and assistance in the absence of Concierge. To provide all assistance as required by guests.
  • Maintain accurate room status information.
  • Keeping the Front Desk and Lobby area clean, neat and tidy and ensure the Front Desk counters are equipped with stationery and guest supplies at all times.
  • Ensure all registration cards and credit card information are updated in Opera system, keeping compliance with PDPA and PCI standards.
  • Ensure all followups are promptly and accurately completed:
a. collection of cash or credit card deposit from all guests
b. payment authorisation
c. billing faxes from company for guests
d. room changes
e. handing/take over from/to previous/following shift

  • Ensure that all guests receive their faxes, messages and parcels upon arrival and during their stay.
  • Monitoring and confirming time of departure with all guests.
  • Ensure that guests remove all their belongings and luggage out of the room upon checkout.
  • Providing safety box service.
  • Programming of keys, e.g. for porters to bring out luggage, show rooms and for guests who lost their keys or not able to gain access to their rooms. Ensure to adhere to Standard Operating Procedures for key access.
  • Performing daily cashiering duties, including but not limited to: posting charges, cash exchange, providing rebates where necessary, performing chargebacks to companies where applicable, performing online payment, processing refunds.
  • Maintain effective service in line with the Hotel's Corporate Image
a. Company's Grooming Standard
b. Standard Operation Procedures
c. Departmental Policies
d. 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

  • Able to work with hotel's computer system.
  • Able to work with Microsoft Programs.
  • Customeroriented, pleasant and outgoing personality.
  • Careful and able to handle cash transactions meticulously.
  • Able to commit shift duties including overnight shifts.
  • Able to start work within short notice period.
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