Guest Service Agent

**Job no**: 502068

**Work type**: Full Time

**Location**: Marina Bay Sands

**Categories**: Concierge / Front Office

**Summary of Job Responsibilities**

Front Office and Premium Services TMs provide check-in, check-out and meet and greet services to our hotel guests. These TMs attend to guests in accordance with the Marina Bay Sands Service Quality Review Standards to provide optimal customer service experience for our guests. We strive to meet our guests' room preferences and early check-in requests so as to create an unforgettable arrival experience. We also ensure that we bid them farewell and welcome them back upon check-out.

Our hotel host numerous leisure and corporate groups. These delegates’ arrival and departure experiences are handled by our Group Reservations and Front Office Groups TMs. In order to ensure their group arrives and departs smoothly, the team works closely with our Sales and Conference team, event organizers and tour leaders. Our Groups Billing TMs reviews all contracted agreements, serving as the bridge between both parties, to ensure that all contractual commitment and obligations are met and delivered, ascertaining seamless commencement of account closing process with the issuance of invoices. Front Office Accounts handles all guests’ billing issues and dispute within the department. In order to resolve guests’ disputes efficiently, the team works together with Finance to sort out the billing discrepancies. The team also checks guests’ credit to ensure sufficient amount of deposits is collected. Guest Relations takes care of our hotel room inventory and the room assignments. They work closely with Housekeeping and Facilities team to ensure rooms are turnover.

**Responsibilities**:

- **Accomplish Day to Day Operations**
- 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.
- Up to date of internal promotions and be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore.
- Perform lobby ambassador duties including but not limited to the following: attend to guests upon arrival and directing guests to the designated check in / out locations; engaging and interacting with guests during the wait to enhance the guests’ arrival experience
- Adapt to changes and ensure adherence to organisational operating procedures and service standards.
- Handle the arrival and departure process of Gaming VIPs including those arriving and 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 service.
- Handle group arrivals by communicating with organizer/tour leader, managing room assignments, preparing room keys, welcoming group upon arrival and liaising with Express Service for wake-up call requests and In Room Dining for takeaway breakfast requests.
- Handle guests requests and redirect the request to the appropriate department(s) if request is not within scope and capacity of Front Office ensuring guests’ requests are followed through.
- Handle guest requests made through incoming calls and perform follow-up with the Command Centre.
- Handle guests’ s challenges and feedback and escalate to higher management if necessary
- Handle room check out including regular checkout, express checkout and video checkout.
- Support Guest Service Agents with assignment of clean rooms during check in process.
- Handle cashiering activities including deposits, paid-outs and foreign currency exchange
- Handle hotel expenses settlement of Gaming VIPs.
- Perform night audit function including date roll procedures and reconciliation of Front Office and Concierge TMs’ cashiering transactions
- Perform back-of-house roles including credit card settlement for express checkouts, guest billing enquiries, FCS requests, guest amenities arrangement, check in/out of back-to-back reservations and in-house guest high balance credit check.
- Liaise with Finance and Casino teams for all 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 assignment and inventory control
- Be conversant with manual operations process during downtime of property management system.
- Promote the different categories of guest rooms and MBS operated F&B outlets and offerings and provide assistance to make bookings if required.
- Maintain close liaison with all other departments to have a good understanding of the operational flow to ensure seamless guest experiences.
- **Perform Service and Operational Excellence**
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