Front Office

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

1. Maintain complete knowledge of:

2. All hotel features/services, hours of operations.

3. All hotel restaurant food concepts, menu price range, dress code and ambiance
4. All hotel room types, numbers/names, layout appointments, amenities and locations.
5. All hotel room rates, special packages and promotions.
6. Daily house count and expected arrivals/departures,
7. Scheduled daily group activities, names and locations of meeting/banquet rooms.

8. Room availability status for any given day.

9. Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

10. Ensure that all guests and visitors to the hotel receive the three steps of service as outlined in The Ritz-Carlton Credo.
11. Access all functions of computer systems according to established procedures and standards.
12. Set up workstations with necessary supplies; maintain cleanliness throughout shift.
13. Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
14. Promote positive guest relations to all individuals.
15. Follow up phone-calls and emails related to Japanese guests reservation if requested.
16. Check the arrival list and ensure the planning of the day.
17. Block rooms in the computer and follow through on designated requirements prior to arrivals.
18. Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
19. Process all guest check-in according to established hotel requirements:
20. Confirm reservation in system and review all noted information.
21. For guests without a reservation, sell a room type agreed upon.
22. Register guests in the computer and generate a confirmation card.
23. Verify confirmation card information with guest.
24. Obtain back-up information for guest; credit/payment method and input into system; collect cash when designated.
25. Assign guestroom.
26. Advise guest of any messages, mail, faxes, etc, received for them.
27. Inform guest of in room safe and mini-bar and room key procedures.
28. Communicate services and amenities included in packages to guests on packages.
29. Obtain guest signature for designated paperwork.
30. Arrange for transportation of their luggage to the room.
31. Collect guest preferences for all guests.
32. Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
33. File vouchers in bucket by room number.
34. Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.  Follow established procedures for "relocating" guests.
35. Accommodate room changes expediently.
36. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
37. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction.
38. Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
39. Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
40. Accept and record wake-up call requests; deliver to PBX.
41. Issue safe deposit boxes to guests and ensure security of keys. Be familiar with safety deposit box procedures.
42. Process all check–outs according to established hotel requirements.
43. Resolve any late charges.
44. Present folio to guest and resolve any disputed charges.
45. Settle guest accounts following Accounting procedures.
46. Retrieve guestroom key from guest
47. Request guest comments on their stay.
48. Process express check-outs upon request.
49. Handle requests for late check-outs according to established hotel procedures.
50. Fond farewell to guests upon departure.
51. Conduct group check-ins/outs according to established hotel procedures.
52. Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
53. Have thorough knowledge of all credit procedures and ensure that these are adhered to.
54. Be familiar with overseas currencies and conversion to Singapore dollars.
55. Adhere to all cashiering procedures:
56. Process adjustment vouchers, paid-outs, miscellaneous charges.
57. Make change for guests.
58. Cash guests' personal checks/travelers checks.
59. Post charges.
60. Settle room accounts
61. Run closing reports count bank at end of shift
62. Complete designated cashier reports
63. Balance receipts
64. Drop receipts
65. Secure bank
66. Translate menu at hotel outlets and guest comment card when required.
67. Conduct a site inspection when required.
68. Successful completion of the training/certification process.
69. Perform any task assigned by any manager.
70. Assisting check in and check out, able to handle guest enquires for other nationality guest.
71. Up sell whenever possible for rooms, F&B outlet, laundry, spa and etc.

Secondary Job Functions:

1. Assist Front Desk, Lobby Concierge, GRO, Club Concierge, The Spa Reservations, Business Center and F&B outlets when needed.
2. Provide warm welcome and / or fond farewell to arriving VIPs.
3. Assist with large Group arrivals and satellite registration area.
4. Assist Front office related task when assigned.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.