Concierge wanted at Marina Bay Sands – Singapore

marina bay sands hotel Singapore

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marina bay sands hotel Singapore
marina bay sands hotel Singapore

Job no: 493018
Work type: Full-Time
Location: Marina Bay Sands
Categories: Concierge / Front Office
RESPONSIBILITIES
 
1. Be able to perform check-in and checkout processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in accordance with the established credit procedures. This includes ensuring that floats balance at the completion of each shift.

2. Register guest in the Property Management System (OPERA). Record and update all pertinent data into guest folio as needed.
 
3. Handles guest’s inquiries pertaining to tourist information and local community.

4. Processes Concierge and Ticketing related requests.

5. Competent to operate FCS system, Property Management System (OPERA), and Go Concierge to assist and process with guest requests.

6. Be conversant with manual operations process during shutdown of property management system.

7. Monitor activities in the hotel lobby and report and suspicious characters, items or/and activities to the Assistant Chef Concierge and Concierge Supervisor.

8. Maintain close liaison with all other Departments and to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest experiences.

9. Be familiar with the local community and major events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore.

10. Be aware of OSHA (Occupational Safety and Health Act) and practice safety guidelines.

11. Adhere to departmental and organizational benchmarking standards.

12. Supports the Guest Services team with desk operations as and when required.

13. Performs any other duties and responsibilities as and when assigned by the management.

JOB REQUIREMENTS

1. Certificate or Diploma in Hospitality Operations from a recognized institution preferred.

2. Prior experience in the same capacity is an advantage.

3. Excellent guest relations and communication skills.

4. Fluent in English, knowledge of additional languages such as Japanese, Putonghua, Korean is an added advantage.

5. Pay attention to details and have strong customer service skills.

6. Is eager to acquire tourist-related knowledge in Singapore.

7. Able to work with minimum supervision.

8. A team player and takes initiative to assist others Team Members when required.

9. Have impeccable follow-through; and “Can Do” attitude and mindset.

10. Well groomed and professional disposition.

Director of Rooms wanted at Ritz carlton hotel – Singapore

Ritz carlton hotel Singapore

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Ritz carlton hotel Singapore
Ritz carlton hotel Singapore

Job Number 18002ITY
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton, Millenia Singapore
 
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At more than 80 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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.
 
JOB SUMMARY

Functions as the strategic business leader of the property’s Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

CORE WORK ACTIVITIES

Leading Rooms Team

Champions the brand’s service vision for product and service delivery.

Communicates a clear and consistent message regarding departmental goals to produce desired results.

Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

Monitors and promotes room rates, specials, and promotions at the residence.

Managing Profitability

Analyzes service issues and identifies trends.

Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Reviews and audits expenses.

Managing Revenue Goals

Monitors Rooms operations sales performance against budget.

Reviews reports and financial statements to determine Rooms operations performance against budget.

Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.

Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

Coordinates and communicates event details both verbally and in writing to the customer and property operations.

Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

Responds to and handles guest problems and complaints.

Uses personal judgment and expertise to enhance the customer experience.

Stays available to solve problems and/or suggest alternatives to previous arrangements.

Interacts with guests to obtain feedback on product quality and service levels.

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensures that employees understand expectations and parameters for Room duties.

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

Interviews and hires employees.

Ensures employees are treated fairly and equitably.

Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Identifies talents of direct reports and their teams, and assists with their growth and development plans.

CANDIDATE PROFILE

Education and Experience

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Casino Credit Officer wanted by Marina bay sands – Singapore

marina bay sands hotel Singapore

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marina bay sands hotel Singapore
marina bay sands hotel Singapore

Job no: 492358
Work type: Full-Time
Location: Marina Bay Sands
Categories: Casino Floor Staff
At Marina Bay Sands Casino Credit Department, we provide impeccable service to our patrons around the clock in a fast-paced environment. If you are interested in becoming a part of this dynamic operation and learning the multiple facets of the intriguing casino credit business, we would like to meet with you!

Job Responsibilities
Handle credit requests for patrons in a fast-paced, 24/7 environment.
Assist in conducting third-party due diligence/credit reports as part of the credit review process.
Communicate and exchange information with various casinos globally.
Work collaboratively with different departments in the property including International Marketing, Cage, Collections, Compliance and others.
Commitment to a culture of compliance.
Maintain credit files in accordance with departmental procedure.

JOB REQUIREMENTS

Possess a Bachelor Degree or Diploma holders with relevant working experience are welcome
Able to work independently and as a team
Positive learning attitude with an eye for detail
Proficient in both English and Chinese (Oral and written)
Able to work on monthly rotating shifts

 

Guest service agent wanted by Marina bay sands hotel – Singapore

marina bay sands hotel Singapore

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marina bay sands hotel Singapore
marina bay sands hotel Singapore

Guest Service Agent – Front Office
Job no: 492820
Work type: Full-Time
Location: Marina Bay Sands
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.

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 room check out including regular checkout, express checkout and video checkout.
Handle cashiering activities including paid-outs, foreign currency exchange, and encashment of travelers’ cheques.

Promote the different categories of guest rooms and MBS operated F&B outlets and offerings.
Familiarize with the local community and stay updated with major events in town to provide appropriate recommendations to guests to enhance their stay in MBS and Singapore.
Maintain close liaison with all other departments to have a good understanding the operational flow to ensure seamless guest experiences.
Monitor activities in the hotel lobby and report any suspicious characters, items or/and activities to the Front Desk Manager.
Perform administrative duties including reports compilation and generation, updating of the system.
Perform any other duties and responsibilities as and when assigned by Management.
Additional tasks to Front Office

Attend to guests upon their arrival at the entrances before the security checks handling their inquiries and responding to their needs
Manage the queue at the entrance by directing the guests to the different designated queues and engaging/ interacting with the guests during the wait to enhance the guest experience at the Casino entrance
Monitor activities at the Casino Entrance and report any suspicious characters, items or/and activities to Security
Handle guests’ complaints and feedback and escalate to higher management if necessary
Provide assistance to guests at the levy kiosks

JOB REQUIREMENTS

Education & Certification

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

At least 1 year of experience in the same capacity or any other hospitality related capacity
Competencies

Strong customer service and communication skills.
Good command in spoken and written English is essential and any additional languages is an added advantage.
PC Literacy and good typing skills.
Good team player, ability to work with minimal supervision and meticulous
Have impeccable follow-through; and “Can Do” attitude and mindset.
Be willing to work any day and any shift
Well-groomed and professional disposition.
Willingness to work on rotating shifts, weekends and public holiday

 

Guest Service Agent wanted by Marina Bay Sands hotel – Singapore

marina bay sands hotel Singapore

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marina bay sands hotel Singapore
marina bay sands hotel Singapore

Guest Service Agent – Pools and Recreation
Job no: 493522
Work type: Full-Time
Location: Marina Bay Sands
Categories: Concierge / Front Office
JOB SCOPE

Required to be stationed at the Skypark pool gantry to ensure hotel policy of one keycard per guest.
Welcome and direct hotel guests/ visitors entering the Infinity Pool.
Ensures that the Infinity Pool is kept clean and well-maintained.
Interact with and answer hotel guests’ and visitors’ questions to provide for a service-minded experience on the Infinity Pool.
Be able to lead tours and be conversant during the tours about local points of interest and attractions.

Process guest’s requests and in the event, if the request is not directly related to his/her area of capacity, the request must be owned and forwarded to the appropriate department.
Perform activities based on Service Quality Review standards e.g. guests’ keycard policy, towels collection and pool policies
Works closely with Pools & Recreation Management team and other related departments to ensure guests’ requests are followed through.
Be conversant with closure operations process during inclement weather conditions.
Perform any other duties and responsibilities as and when assigned by Management.
Be conversant with all facets of the Pools & Recreation operations including fire safety and emergency related procedures.
Monitor activities in the Infinity Pool and report any suspicious characters, items or/and activities to the Manager.
Maintains close liaison with all other Departments to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest experiences.
Be aware of OSHA (Occupational Safety and Health Act) and practice safety guidelines.
Perform administrative duties as requested such as filing of reports.
Contribute ideas to improving the operations of Pools & Recreation.

JOB REQUIREMENTS

Minimum GCE ‘N’ or ‘O’ Levels.
Prior customer service experience in the same capacity is an advantage.
Excellent guest relations and communication skills.
Candidates must have a good command of spoken and written English is essential.
Fluent in English and any additional languages is an added advantage.
Pays attention to details and have strong customer service skills.
Able to speak in front of groups.
Able to work with minimum supervision.
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 shifts
Well groomed and professional disposition.

Manager on Duty wanted by Ritz hotel – Singapore

Ritz carlton hotel Singapore

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Ritz carlton hotel Singapore
Ritz carlton hotel Singapore

Job Number 18001MJM
Location The Ritz-Carlton, Millenia Singapore, Singapore
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supports all day-to-day operations.

• Understands employee positions well enough to perform duties in employees’ absence.

• Coaches, counsels and encourages employees.

• Handles employee questions and concerns.

• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

• Guides daily Front Desk shift operations.

• Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Strives to improve service performance.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints seeking assistance from supervisor as necessary.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

 

Rooms Controller wanted by St Regis hotel – Singapore

st regis hotel singapore

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st regis hotel singapore
st regis hotel singapore

Job Number 18001LHX
Job Category Rooms and Guest Services Operations
Location The St. Regis Singapore, Singapore, Singapor
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.

Job Summary

Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.