Guest Services Officer25068529

Courtyard by Marriott; Singapore; On-site; USD 30,000 - 50,000; Full time

Job summary

Join a forward-thinking hotel that is dedicated to creating exceptional guest experiences. As a key member of the team, you will register guests, manage requests, and ensure smooth check-in and check-out processes. This role emphasizes customer service, teamwork, and communication, allowing you to make a meaningful impact on guests' stays. With opportunities for growth within a global brand, you will thrive in a dynamic environment that values collaboration and continuous improvement. If you are motivated and enjoy working in a vibrant setting, this position is perfect for you.

Qualifications

• 1 year experience in a similar role preferred.
• Basic knowledge of Marriott Rewards program is a plus.

Responsibilities

• Register guests and fulfill requests while ensuring accurate billing.
• Collaborate with departments to meet guest expectations.
• Maintain guest confidentiality and follow security procedures.

Skills

Customer Service

Communication Skills

Upselling

Problem Solving

Education

High School Diploma

College/University Degree

Tools

Property Management System

Job description

DUTIES AND RESPONSIBILITIES

• Register hotel guests into the system, fulfilling guest requests, following handling instructions, and establishing credit policies and procedures.
• Select and block rooms for arriving guests, considering special requests, pre-registering VIPs, individuals, or groups.
• Work closely with Housekeeping to ensure special requests are met and follow up accordingly.
• Ensure all guest information is accurately updated in the Property Management System and maintained organized.
• Utilize the Property Management System to generate shift and daily reports.
• Check guests out according to procedures; make billing changes and post charges accordingly.
• Address guest complaints promptly and report them to the Guest Services Supervisor.
• Collaborate with Supervisors regarding hotel operations to keep them informed.
• Understand Marriott Brand Standards Audit (BSA) and ensure tasks are executed as per SOPs.
• Be prepared for new tasks assigned by Supervisors or Managers.
• Have basic knowledge of Marriott Rewards program.
• Confidently upsell rooms to guests.
• Be customer-oriented.

Other Functions

• Maintain effective communication with other departments.
• Participate in team and department meetings to share and learn procedures, information, and events.
• Ensure a safe working environment for colleagues.
• Work as part of a team to meet and exceed guest expectations.
• Provide quality service during check-in, check-out, and throughout the guest's stay.
• Maintain control of guest and hotel accounts, ensuring charges are accurate and posted timely.
• Follow security procedures for transactions, room keys, and guest confidentiality.
• Communicate effectively with guests and hotel departments.
• Assist in screening reservation calls and providing accurate information.
• Promote hotel facilities and maximize sales through product knowledge and selling skills.
• Perform reception duties as required.
• Greet all guests with a smile and positive attitude.
• Seek opportunities to exceed guest expectations and ensure guest engagement.
• Perform any other duties as assigned.

JOB SPECIFICATION

Educational/Academic Requirements: High School diploma or equivalent; College/University degree preferred.

Experience: Preferably 1 year in a similar role.

Marriott International is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on disability, veteran status, or any protected class.

At Courtyard, we are passionate about serving travelers and creating a guest experience that exceeds expectations. Join us if you are motivated, enjoy teamwork, and love continuous improvement. Be part of Marriott's global family and develop your potential.