Guest Relations Officer

3 days ago

Singapore SINGAPORE MARRIOTT TANG PLAZA HOTEL Full time
Job Summary

We are seeking a highly skilled Guest Relations Officer to join our team at the Singapore Marriott Tang Plaza Hotel. This is a fantastic opportunity for individuals who are passionate about delivering exceptional guest experiences and working in a fast-paced environment.

About the Role

As a Guest Relations Officer, you will be responsible for ensuring that all guests receive a warm welcome and personalized service throughout their stay. You will work closely with the Duty Managers to ensure that daily operations in Front Office run smoothly and efficiently.

You will be required to monitor room assignments, handle guest requests and complaints, and take ownership of guests' feedback. You will also assist in overseeing and training all Front Office associates to ensure consistency of service rendered to all guests.

Main Responsibilities
  • Monitor room assignments to ensure that 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.
  • Handle all guest requests and complaints and take ownership of guests' feedback. Correspond with guests.
  • Ensure key packets for guests are properly packed according to the hotel's standard and room assignment is in accordance to guest requests and preferences.
  • Assist in handling 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 but 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.
  • Assist in preparing and conducting 15 minutes training for all Front Office Associates.
  • Maintain effective service in line with the Hotel's Corporate Image:
  • 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.

  • To ensure and follow established procedures and compliance as per LSOP guidelines.
  • Any other duties as may be assigned from time to time.
Requirements

The ideal candidate must possess:

  • A Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, in any field.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Great communication & presentation skills.
  • Proficient in problem-solving & follow-up skills.
  • Customer-oriented, well organized & outgoing personality.
  • Rotating shift work basis.
  • Able to start work within short notice period.
Salary Range

This role offers a competitive salary range of SGD $45,000 - SGD $60,000 per annum, depending on qualifications and experience.

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