Guest Relations Officer

**Job Number** 24028827

**Job Category** Rooms & Guest Services Operations

**Location** Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**JOB SUMMARY**

Work closely with the Duty Managers (DM) to ensure daily operations in Front Office are run smoothly. Ensure all the areas in Front Office are covered by sufficient manpower at all times. Assist to oversee and train all Front Office associates to ensure consistency of service rendered to all guests.

**JOB DESCRIPTION**
- Monitor room assignments to ensure all guest requests are met or provide guests with an alternative if unable to meet requests.
- Master all duties and responsibilities of a Guest Relations Agent and provide guidance and supervision while on shift.
- Check and ensure that all tasks stated on the associate’s daily operation checklists are completed before the end of each shift (Applies for all sections and including printing of reports required).
- Handle all guest requests and complaints and take ownership of guests’ feedback. Correspond with guest.
- Ensure key packets for guest are properly packed according to the hotel’s standard and room assignment is in accordance to guest requests and preferences.
- Assist to handle overbooked situations with Duty Managers/AFOM/FOM.
- Handle night audit duties, Opera interface and liaising with Opera support when shut down is required.
- Know all hotel emergency procedures at all times, including and not limited to, systems contingency report, hotel’s business continuity plan, hotel’s contingency plan, and to be available to assist guests.
- Log daily incidents (where applicable) and be aware of any general liability issues and if unclear, to check with Duty Managers, before any actions taken.
- Ensure all areas under the Front Office’s jurisdiction are cleaned at all times. (Including but not limited to the hotel lobby, back office, Concierge storage).
- Ensure hotel’s properties, department’s equipment are handled with care by all associates and used according to proper procedures at all times. Monitor guests’ supplies and office supplies, and requisite through the necessary hotel platform in a timely manner.
- Ensure hotel’s properties, department’s equipment are handled with care by all associates and used according to proper procedures at all times. Monitor guests’ supplies and office supplies, and requisite through the necessary hotel platform in a timely manner.
- Assist to prepare and conduct 15 minutes training for all Front Office Associates.
- Maintain effective service in line with the Hotel’s Corporate Image:

- Company’s Grooming Standard
- Standard Operating Procedures
- Departmental Policies
- Corporate Policies
- Cash/Bank Handling
- Process all payment methods in accordance with Accounting procedures and policies.
- Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
- Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
- Transport bank to/from assigned workstation, following security procedures.
- Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.
- To ensure and follow established procedures and compliance as per LSOP guidelines.
- Any other duties as may be assigned from time to time.

**JOB REQUIREMENTS**
- At least 2 year(s) of working experience in the related field is required for this position.
- Great communication & presentation skills.
- Proficient in problem-solving & follow-up skills.
- Customer-oriented, well organized & outgoing personality.
- Rotating shift work basis.
- Able to start work within short notice period.
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. **Be** where you ca