Guest Relations Officer (Telephone Operator Supervisor) – Singapore Marriott Tang Plaza Hotel – Singapore


Job Number 18001J1W
Job Category Rooms and Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel| Singapore| Singapore VIEW
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

Job Summary

Answer| record| and process all guest calls| requests| questions| or concerns.
Contact appropriate individual or department to resolve guest call| request|
or problem. Follow up and ensure that any outstanding requests are resolved.
Advise guest of any messages received. Verify and adjust billing. Operate
telephone switchboard station. Monitor busy or unanswered lines| check back
with callers on hold to update status| take messages. Activate and deactivate
guest room message lights Transfer guests with internet access issues to
internet service provider|s customer support line. Assist callers with credit
card| calling card| long distance| collect| overseas| and person to person
calls. Log guest requests| incidents| adjustments and comment cards into
computer to allow for proper tracking and documentation. Supply guests with
directions and property information. Assist management in training|
scheduling| evaluating| motivating and coaching employees; serve as a
department role model.

Follow company policies and procedures; report accidents| injuries| and unsafe
work conditions to manager; ensure uniform and personal appearance are clean
and professional; maintain confidentiality of proprietary information; protect
company assets. Welcome and acknowledge guests according to company standards;
anticipate and address guests| service needs; assist individuals with
disabilities; thank guests with genuine appreciation. Speak using clear and
professional language; prepare/review written documents accurately and
completely; answer telephones using appropriate etiquette. Develop and
maintain positive working relationships; support team to reach common goals.
Ensure adherence to quality standards. Enter and locate information using
computers/ POS systems. Stand| sit| or walk for an extended period of time.
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.


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