Guest service agent wanted by Marina bay sands hotel – Singapore

marina bay sands hotel Singapore

APPLY HERE

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

 

Manager on Duty wanted by Ritz hotel – Singapore

Ritz carlton hotel Singapore

APPLY HERE

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.

 

Duty Manager wanted by Ritz Hotel Singapore

Ritz carlton hotel Singapore

APPLY HERE

Posting Date May 18, 2018
Job Number 18001FF8
Location The Ritz-Carlton, Millenia Singapore
 
JOB SUMMARY

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.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Conducts training when appropriate.

• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.

• Complies with loss prevention policies and procedures.