Guest Service Agent

1 month ago

Singapur, Singapore Marina Bay Sands Full time

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.

Job 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 Exhibit exceptional customer service at all times to guests and fellow employees Collect and update guest personal information, preferences, practices and interests to ensure accurate guest profile and history Recommend new ideas to enhance guest experience and revenue generation. Apply Operational Risks Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines. Report and document incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc. Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department Respond to emergency situations Respond to guest requirements as long as they are safe, legal and economically sound Participate Employee Engagement Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture. Self -Motivate for continuous learning and development Undertake the role of mentoring new Team Members with front desk operations and procedures upon completion of their classroom training Involve in Documentation, Financial and report management Attend scheduled departmental meetings as required. Review systems and processes for workflow and productivity improvement. Perform administrative duties such as inventory and filing of reports as required based on the assigned duty given within the Front Office Team. Observe the usage of supplies to ensure that it’s within budget and minimize wastage. Contribute ideas in support of the company vision, mission, value and guiding principles Active involvement in sustainability programmes to drive organisational green initiatives Perform any other duties and responsibilities as and when assigned by Management

JOB REQUIREMENTS

Education

Minimum GCE ‘N’ or ‘O’ Levels Qualifications in Hospitality Management from a recognized institution is an added advantage

Required Experience

Minimum 1 year experience in the same capacity Good guest relation and problem solving skills Good planning and execution skills Ability to manage time, organize, good communication and motivational skills Meet the attendance guidelines of the job and adhere to departmental and company policies

Required Knowledge

PC Literacy and good typing skills. Basic knowledge in Microsoft Office applications

Skills / Abilities / Presence

Candidates must have a good command of spoken and written English, and any additional language is an advantage Pays attention to details and have strong customer service skills Mature, meticulous, resourceful, organized and able to work independently A team player and takes initiative to assist other Team Members when required Have impeccable follow-through; and “Can Do” attitude and mindset. Be willing to work any day and any shift Well-groomed and professional disposition.

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.

  • Guest Service Agent

    4 weeks ago

    Singapur, Singapore TOLEDO INTERNATIONAL PTE. LTD. Full time

    Roles & ResponsibilitiesWhat’s the job?Guest Service Agents (GSAs) are the key point of contact for our guests. They are reliable, highly motivated and multi skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.They work in close coordination with all...

  • Guest Service Agent

    2 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    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...

  • Guest Service Agent

    3 months ago

    Singapur, Singapore Marina Bay Sands Full time

    JOB SCOPE As a Pool Guest Service Agent, you will be part of the team operating one of the world’s most iconic and Instragramable Infinity Pool. Being a Pool Guest Service Agent, you will deliver the highest level of guest service to ensure guest experience a luxurious and leave them with an unforgettable memories. The role will require you to...

  • Minibar Guest Service Agent

    3 months ago

    Singapur, Singapore Marina Bay Sands Full time

    JOB SCOPE Overview Join us in our pre-opening team. Curating a non-traditional minibar, a uniquely authentic MBS experience for our guests. Summary of Job Responsibilities As a Minibar Guest Service Agent, you are responsible for the handling and receiving of all inventories. You will also be responsible to ensure that all minibar carts are...

  • Minibar Guest Service Agent

    2 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    JOB SCOPE Overview Join us in our pre-opening team. Curating a non-traditional minibar, a uniquely authentic MBS experience for our guests. Summary of Job Responsibilities As a Minibar Guest Service Agent, you are responsible for the handling and receiving of all inventories. You will also be responsible to ensure that all minibar carts are fully...

  • Minibar Guest Service Agent

    4 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    JOB SCOPE Overview Join us in our pre-opening team. Curating a non-traditional minibar, a uniquely authentic MBS experience for our guests. Summary of Job Responsibilities As a Minibar Guest Service Agent, you are responsible for the handling and receiving of all inventories. You will also be responsible to ensure that all minibar carts are...

  • Guest Service Agent

    2 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    JOB SCOPE Greet and direct guests and visitors entering the Digital Light Canvas. Ensures that the Digital Light Canvas is kept clean and well-maintained. Interact with and answer guests' and visitors' questions to provide for a service-minded experience on the Digital Light Canvas. Be able to lead tours and be conversant during the tours about local...

  • Guest Service Agent

    3 months ago

    Singapur, Singapore Marina Bay Sands Full time

    Job Responsibilities Perform thorough cleaning of guestrooms consists of replacing all linen and towels in the room, vacuuming and dusting, replacing guest supplies, and thorough bathroom cleaning. Notify the Housekeeping Management or the Engineering Department of any maintenance or repair that needs to be done. Response to guest requests and be able...

  • Guest Service Agent

    4 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    Job Responsibilities Perform thorough cleaning of guestrooms consists of replacing all linen and towels in the room, vacuuming and dusting, replacing guest supplies, and thorough bathroom cleaning. Notify the Housekeeping Management or the Engineering Department of any maintenance or repair that needs to be done. Response to guest requests and be able...

  • Guest Services Executive

    1 month ago

    Singapur, Singapore Accor Full time

    Company Description Sofitel Singapore City Centre, an iconic hotel which opens in October 2017 will form part of a mixed-use development at Tanjong Pagar Centre, a multi-billion dollar development, which will become Singapore’s tallest building at 290 meters set around landscaped parkland and direct MRT station access. The 223-room Sofitel Singapore...

  • Guest Services Executive

    4 weeks ago

    Singapur, Singapore Accor Full time

    Company Description Sofitel Singapore City Centre, an iconic hotel which opens in October 2017 will form part of a mixed-use development at Tanjong Pagar Centre, a multi-billion dollar development, which will become Singapore’s tallest building at 290 meters set around landscaped parkland and direct MRT station access. The 223-room Sofitel Singapore...

  • Guest Services Agent

    2 weeks ago

    Singapur, Singapore Marriott International Full time

    POSITION SUMMARY Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest...

  • Guest Service Agent

    2 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    JOB SCOPE Deliver wonderful shopping experience to shoppers and guests of Marina Bay Sands Attend to shoppers' enquiries and feedback for customer experience improvement Perform Mall Marketing redemptions and any other duties assigned Attend to Luxury Shoppers (VIP Service training will be provided) Enjoy fun and be a proud ambassador of The Shoppes...

  • Guest Relations Agent

    2 weeks ago

    Singapur, Singapore Marriott International Full time

    JOB SUMMARY Responsible for providing day-to-day services for the Concierge and Bell operations. Ensuring guest satisfaction and comfort, as well as upkeep of the desk area. The Concierge must ensure all Bell associates work ethically and with integrity, aligning with Hotel's standards and Brand Standards. JOB DUTIES AND RESPONSIBILITIES Supervise and...

  • Guest Service Agent

    3 days ago

    Singapur, Singapore Marriott International Full time

    POSITION SUMMARY Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and...

  • Guest Service Agent

    1 month ago

    Singapur, Singapore Marina Bay Sands Full time

    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...

  • Guest Service Agent

    4 weeks ago

    Singapur, Singapore Marina Bay Sands Full time

    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...

  • Front Office

    1 month ago

    Singapur, Singapore Marriott International Full time

    POSITION SUMMARY Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions,...

  • Front Office

    4 weeks ago

    Singapur, Singapore Marriott International Full time

    POSITION SUMMARY Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions,...

  • Reservation Agent

    3 months ago

    Singapur, Singapore Hyatt Corporation Full time

    Reservation Agent Andaz Andaz Singapore SG - Singapore - SingaporeReservationsHourly/Entry Level EmployeeFull-timeReq ID: SIN001289Local Summary Come join us to express your Andaz as Reservation Agent if the following describes you. You are service-oriented and passionate in achieving customer satisfaction. You are also a good team-player and...