Customer Service Ambassador

1 week ago

Singapore beBeeGuestService Full time

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.

Key Responsibilities

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

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