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Guest Relations Officer

2 weeks ago

Central Region, Singapore The Ritz-Carlton Millenia Singapore Full time $40,000 - $60,000 per year

Guest Services Agent (Job Specific)

  • Follows all policies and procedures related to handling money and maintaining the security of the cash drawer (e.g., where to keep bills during a transaction, knowledge of procedures to check counterfeit currencies, who has access to the cash drawer, securing the drawer)
  • Follows all check-in/out BSA procedures for every type of reservations
  • Accurately relays property services, amenities, hours of operation, layout, and activities to employees
  • Operates, organizes, and balances a cash register and ensures that bank is accurate
  • Executes all property reservation policies related to cancellations, guarantees, deposits, wait lists, changes, and exceptions
  • Operates key machines to program electronic employee keys
  • Blocks and coordinates room assignments based on arrival and departure patterns and special requests
  • Documents and processes wake-up calls
  • Stays aware of and provides directions/maps to local area activities, events, restaurants, entertainment venues, and houses of worship
  • Answer department telephone within 3 rings, using correct verbiages and telephone etiquette
  • Set up work stations with necessary supplies; maintain cleanliness throughout shift.
  • Establish sufficient credit for all check-in reservations (credit card/ cash/ deposit)
  • Be familiar with safety deposit box procedures.
  • Ensure that all shift duties outlined on the Night shift checklist are completed at the end of the shift.
  • Ensure that all shift duties outlined on the Day shift checklist are completed at the end of the shift.
  • Perform any task assigned by any manager.
  • Assist Concierge, Reservations and Business Centre queries.
  • Legibly document maintenance needs on work orders and submit to manager.
  • Assist Concierge, Reservations and Business Centre queries.
  • Participate in Monthly Department Meeting.
  • Actively participation of QIT.
  • Attend other meetings that involve Front Office operations.
  • Submission of Good ideas & Wow stories

Customer Relations

Provides excellent service, builds trust, anticipates and meets the needs of customers. Takes ownership of customer issues or problems and takes action to bring to quick resolution.

  • Offers a warm and sincere greeting to each guest using the guest's name
  • Anticipates and fulfills the needs of each guest
  • Offers a fond farewell to each guest using the guest's name
  • Provides service experiences to guests that foster strong relationships and create Ritz-Carlton guests for life
  • Responds to guests' expressed and unexpressed needs by having 'Radar On and Antenna Up'
  • Uses available resources to create unique and memorable experiences for guests
  • Demonstrates an understanding of how their work performance helps accomplish The Ritz-Carlton business objectives (e.g., Success Factors, Community Footprints, The Ritz-Carlton Mystique)
  • Seeks out and acts on opportunities to innovate and improve The Ritz-Carlton experience for guests
  • Immediately takes ownership of guest problems and resolve[s] them quickly
  • Creates a work environment of teamwork and lateral service to meet both guest and employee needs
  • Takes advantage of opportunities to learn and grow on the job
  • Plays an active role in planning the work that affects them
  • Adheres to all standards of professional appearance, language, and behavior
  • Protects the privacy and security of guests, fellow employees, and the company's confidential information/assets
  • Creates a clean, safe, and accident-free environment

Requirements

Essential:

  • High School Graduate.
  • Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
  • Ability to provide legible communication.
  • Ability to compute basic mathematical calculations.
  • Knowledge of computers.
  • Diploma in Hospitality and / or previous hospitality experience; Opera knowledge, Microsoft Office is an advantage