Guest Services Officer

2 days ago

Novena, Singapore Courtyard by Marriott Singapore Novena Full time $30,000 - $50,000 per year
DUTIES AND RESPONSIBILITIES
  • Register hotel guest into the system with emphasis on fulfilling guest request, following necessary handling instructions and to establish credit policies and procedures
  • Select and block rooms for arriving guest in taking into consideration special request, pre register VIPS, individuals or groups
  • Work closely with Housekeeping to ensure that special requests are met and follow up accordingly
  • Ensure that all guest information is correctly updated into Property Management System and maintained in an organized manner
  • Utilize the Property Management System to generate Shift and Daily report
  • Check guest out of the Hotel in accordance to the procedures; make billing changes, post charges accordingly
  • Ensure all guests complains are heard and reported to Guest Services Supervisor.
  • Work with Supervisors regarding hotel business to keep them in an informed position
  • Understand Marriott Brand Standards Audit (BSA) and to ensure consistency in executing the task as per SOPs
  • Must be ready for new tasks given by Supervisors or Managers
  • Must know minimum the basics of Marriott Rewards
  • Must be confident to upsell rooms
  • Must be customer oriented

Other Functions

  • Maintain effective communication with other departments
  • Participate in team and department meetings to share and learn about new procedures, information, special events etc
  • Ensure a safe working environment for fellow colleagues
  • Work as a team, helping other colleagues to complete necessary activities in ensuring all guest expectations are met and delivered
  • Provide quality service to the guest by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
  • Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
  • Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
  • Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.
  • Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
  • Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
  • Carry out reception duties as required
  • Always put on a smile and greet all guest
  • Take every opportunity to exceed guest's/customers' expectations and achieve fully guest/customer's engagement.
  • Any other duties as may be assigned from time to time

JOB SPECIFICATION

Educational /Academic  Requirements :   High School, Diploma or Equivalent College/University degree

Experience   : Preferably 1 year experience in similar field

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