Customer Service Ambassador

The role of a Guest Service Agent at Marina Bay Sands is multifaceted and dynamic. Key responsibilities include handling room registrations, assisting with lobby ambassador duties, and performing various administrative tasks.

• Prepare workstation at the start of shift and ensure all equipment and required work materials are in order.
• Handle room registration of arriving guests in accordance to the service quality review standards to achieve optimal customer satisfaction.
• Stay updated on internal promotions and familiarize yourself with the local community and famous events in town. Provide recommendations to guests to enhance their stay in MBS and Singapore.
• Perform lobby ambassador duties, including attending to guests upon arrival and directing them to designated check-in/out locations, engaging and interacting with guests during wait times to enhance the arrival experience.
• Adapt to changes and ensure adherence to organizational operating procedures and service standards.
• Handle the arrival and departure process of Gaming VIPs, including those arriving/departing via private jet and airport limousine transfers.
• Handle the arrival and departure process of Non-Gaming VIPs and limousine arrival guests, including room assignments and meet-and-greet services.
• Handle 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 call requests and In-Room Dining for takeaway breakfast requests.
• Handle guest requests and redirect them to appropriate departments if requests are not within scope and capacity of Front Office, ensuring guest requests are followed through.
• Handle guest requests made through incoming calls and perform follow-ups with the Command Centre.
• Address guest challenges and feedback and escalate to higher management if necessary.
• Handle room check-out, including regular check-out, express check-out, and video check-out.
• Support Guest Service Agents with room assignment during check-in processes.
• Handle cashiering activities, including deposits, paid-outs, and foreign currency exchange.
• Handle hotel expenses settlement for Gaming VIPs.
• Perform night audit functions, including date roll procedures and reconciliation of Front Office and Concierge TM's cashiering transactions.
• Perform back-of-house roles, including credit card settlement for express check-outs, guest billing enquiries, FCS requests, guest amenities arrangement, check-in/out of back-to-back reservations, and in-house guest high balance credit checks.
• Liaise with Finance and Casino teams for past-dated guest account adjustments and credit card transactional disputes.
• Manage out-of-order and out-of-service room inventory through communication with Facilities and Housekeeping Departments.
• Handle future and on-day room assignments and inventory control.
• Be conversant with manual operations during property management system downtime.
• Promote different categories of guest rooms and MBS-operated F&B outlets and offerings, providing assistance with bookings as required.
• Maintain close liaison with other departments to understand operational flow and ensure seamless guest experiences.

• Exhibit exceptional customer service at all times to guests and colleagues.
• Collect and update guest personal information, preferences, practices, and interests to ensure accurate guest profiles and histories.
• Recommend new ideas to enhance guest experiences and revenue generation.

• Be aware of OSHA practices and reinforce safety guidelines.
• Report and document incidents commanding management's attention, including vandalism, fights, fires, abuse, accidents, etc.
• Monitor front- and back-of-house activities, reporting suspicious characters, items, and/or activities to the Security Department.
• Respond to emergency situations.
• Respond to guest requirements while ensuring they are safe, legal, and economically sound.

• Demonstrate enjoyment and enthusiasm for work through effective relationships with colleagues, embracing the OneMBS culture.
• Self-motivate for continuous learning and development.
• Undertake mentoring roles for new colleagues with front-desk operations and procedures after classroom training completion.

• Attend scheduled departmental meetings as required.
• Review systems and processes for workflow and productivity improvements.
• Perform administrative duties, including inventory and filing of reports, based on assigned duties given within the Front Office Team.
• Observe supply usage to minimize wastage and ensure it stays within budget.
• Contribute ideas supporting the company vision, mission, values, and guiding principles.
• Participate actively in sustainability programs to drive organizational green initiatives.
• Perform any other duties and responsibilities assigned by Management.

• Minimum GCE 'N' or 'O' Levels.
• Qualifications in Hospitality Management from a recognized institution are an added advantage.

• Minimum 1 year experience in the same capacity.
• Good guest relations and problem-solving skills.
• Good planning and execution skills.
• Ability to manage time, organize, communicate effectively, and motivate others.
• Meet attendance guidelines of the job and adhere to departmental and company policies.

• PC literacy and good typing skills.
• Basic knowledge in Microsoft Office applications.

• Candidates must have a good command of spoken and written English, and any additional language is an advantage.
• Pays attention to details and has strong customer service skills.
• Mature, meticulous, resourceful, organized, and able to work independently.
• A team player who takes initiative to assist other colleagues when required.
• Has impeccable follow-through.