Hospitality Service Representative

4 weeks ago

Singapur, Singapore Marina Bay Sands Full time

Overview of Responsibilities

The Front Office and Premium Services team members are responsible for providing check-in, check-out, and personalized greeting services to our esteemed guests. These team members engage with guests following the Marina Bay Sands Service Quality Review Standards to ensure an exceptional customer service experience. Our aim is to accommodate guests' room preferences and early check-in requests, crafting a memorable arrival experience. Additionally, we ensure a warm farewell and welcome back during the check-out process.

Our hotel caters to a variety of leisure and corporate groups. The arrival and departure experiences of these delegates are managed by our Group Reservations and Front Office Groups team members. To facilitate smooth transitions for groups, collaboration with our Sales and Conference team, event organizers, and tour leaders is essential. The Groups Billing team reviews all contractual agreements, acting as a liaison to ensure all commitments are fulfilled, thereby enabling a seamless account closing process with invoice issuance. The Front Office Accounts team addresses all billing inquiries and disputes, working closely with Finance to resolve discrepancies efficiently. They also verify guest credit to ensure adequate deposits are collected. Guest Relations manages our room inventory and assignments, coordinating with Housekeeping and Facilities to ensure timely room turnover.

Key Responsibilities

Daily Operations Management Set up the workstation at the beginning of each shift, ensuring all equipment and materials are ready. Process room registrations for arriving guests in accordance with service quality standards to maximize guest satisfaction. Stay informed about internal promotions and local attractions to provide guests with relevant recommendations that enhance their stay. Perform lobby ambassador duties, including welcoming guests upon arrival and directing them to designated check-in/out areas; engage with guests during their wait to improve their arrival experience. Adapt to changes while adhering to organizational procedures and service standards. Manage the arrival and departure of Gaming VIPs, including those utilizing private jets and airport limousine transfers. Oversee the arrival and departure of Non-Gaming VIPs and limousine guests, including room assignments and personalized meet and greet services. Coordinate group arrivals by communicating with organizers/tour leaders, managing room assignments, preparing room keys, welcoming groups upon arrival, and liaising with Express Service for wake-up calls and In-Room Dining for breakfast requests. Address guest requests and redirect them to the appropriate departments when necessary, ensuring all requests are fulfilled. Handle incoming calls from guests and perform follow-ups with the Command Centre. Manage guest feedback and challenges, escalating issues to higher management when required. Facilitate guest check-outs, including regular, express, and video check-outs. Assist Guest Service Agents with room assignments during the check-in process. Conduct cashiering activities, including deposits, paid-outs, and foreign currency exchanges. Manage hotel expense settlements for Gaming VIPs. Execute night audit functions, including date roll procedures and reconciliation of cashiering transactions. Perform back-of-house roles, including credit card settlements for express check-outs, guest billing inquiries, and arrangements for guest amenities. Collaborate with Finance and Casino teams for adjustments to past-due guest accounts and credit card disputes. Manage out-of-order and out-of-service room inventory through effective communication with Facilities and Housekeeping. Oversee future and same-day room assignments and inventory control. Be knowledgeable about manual operations during system downtimes. Promote various guest room categories and Marina Bay Sands-operated food and beverage outlets, assisting with bookings as needed. Maintain close communication with all departments to ensure a seamless operational flow and exceptional guest experiences. Commitment to Service Excellence Provide outstanding customer service to guests and fellow team members at all times. Collect and update guest information, preferences, and interests to maintain accurate profiles. Propose innovative ideas to enhance guest experiences and drive revenue. Operational Risk Management Adhere to OSHA (Occupational Safety and Health Act) guidelines and reinforce safety protocols. Document and report incidents requiring management attention, including vandalism, altercations, fires, and accidents. Monitor activities in both front and back of the house, reporting any suspicious behavior to the Security Department. Respond effectively to emergency situations. Address guest requests as long as they are safe, legal, and financially sound. Employee Engagement Foster a positive work environment by building effective relationships with team members and embracing the OneMBS culture. Pursue continuous learning and development opportunities. Mentor new team members in front desk operations and procedures following their training. Documentation and Financial Management Attend departmental meetings as required. Review systems and processes for workflow and productivity enhancements. Perform administrative tasks such as inventory management and report filing as assigned within the Front Office Team. Monitor supply usage to ensure adherence to budget and minimize waste. Contribute ideas supporting the company’s vision, mission, values, and guiding principles. Actively participate in sustainability initiatives to promote organizational green efforts. Undertake additional duties and responsibilities as assigned by management.

JOB REQUIREMENTS

Education

Minimum GCE 'N' or 'O' Levels. Qualifications in Hospitality Management from a recognized institution are advantageous.

Experience

At least 1 year of experience in a similar role. Proficiency in Japanese is required for communication with Japanese-speaking guests. Strong guest relations and problem-solving abilities. Excellent planning and execution skills. Ability to manage time effectively, along with strong organizational and communication skills. Adhere to attendance guidelines and company policies.

Knowledge

Proficient in PC usage and typing skills. Basic knowledge of Microsoft Office applications.

Skills / Abilities / Presence

Strong command of spoken and written English; additional languages are a plus. Attention to detail and strong customer service orientation. Mature, meticulous, resourceful, organized, and capable of working independently. Team player with a proactive approach to assisting colleagues. Strong follow-through and a positive, can-do attitude. Willingness to work any day and shift as required. Professional appearance and demeanor.

Marina Bay Sands is dedicated to fostering a diverse, equitable, and inclusive workforce, providing equal opportunities as we expand our talent pool to meet our growth objectives.

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