F&B Maitre'D - Marquee

605 Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

Marina Bay Sands in Singapore seeks an experienced guest services supervisor to lead outlet Host and Hostess teams. You will greet guests, escort to seats, manage seating rotations, and maintain guest profiles in the reservation system.

Knowledge of the menu, service standards, and collaboration with managers and chefs is essential to drive guest satisfaction and repeat visits.

Qualifications

• Diploma or degree in hospitality or a related field is preferred.
• At least 4 years in customer service or guest contact roles.
• Strong knowledge of reservation systems and guest profiles.

Responsibilities

• Lead a team of outlet Host and Hostess and ensure excellent guest service.
• Greet guests warmly, escort to seats, and manage seating rotations fairly.
• Maintain high grooming standards and coordinate with managers and chefs.
• Maintain guest profiles in the reservation system and handle inquiries promptly.
• Respond to guest feedback and resolve issues to ensure repeat business.

Skills

Guest service leadership

Team supervision

Reservation system knowledge

Customer relationship

Education

Diploma/Degree in hospitality or related field

Tools

Reservation system

Job description

Job Responsibilities

• Leading a team of outlet Host and Hostess.
• Greet each guest warmly. Be helpful, welcoming, and pleasant towards each Guest.
• Provide friendly, excellent service to all Guests by escorting them to their respective seats.
• Seat the guests in the restaurant according to designated rotation plans.
• Seat Guests evenly and fairly at
• various stations of the restaurant.
• Personalize each guest experience by using the guests’ names where known. Acknowledge each special occasion where known. Pass on the relevant guest information to the Captains and Server Attendants.
• Thank Guests for patronizing the Restaurant as they leave.
• Understand the customer, who they are, their expectations and how to effectively manage their part of the overall service experience to ensure repeat custom.
• Have a good knowledge of the reservation system and its functionalities.
• Work with team members in service and food preparation to formulate new promotional ideas that would impact the revenues and profitability of the outlet. Review operating results with the team and identify opportunities to improve performance.
• On a regular basis, inspect table set-ups; check for cleanliness, neatness of the restaurant environment ensuring compliance with standards of cleanliness and order.
• Respond to guest comments, requests, and complaints in a timely and professional manner. Take personal responsibility to resolve issues.
• Responsible for maintaining and coordinating reviews, discipline, staff awards, flexi days, payroll, SRFs, etc.
• Approve the schedule and flexi day requests for the host/hostess team.
• Responsible for coordinating training TMs as needed.
• Maintain guest profiles and preferences accurately in the reservation system.
• Responsible for all reservations and enquiries to be attended to in tamely manner.
• Ensuring the team is updated regularly with changes of offering for the ALC, private dinning menus and beverage list.
• Prepare allocation plan in the reservation system according to the reservations received.
• Contact guests one day prior and on the day of the booking to confirm reservation.
• Communication with the manager and the chef of important information.
• Handling group reservation booking following company standard and SOP.
• Have comprehensive knowledge of the menu, ingredients, taste, appearance, and food preparation.
• Know the sequence of service as outlined in the service manual / handbook.
• Communicate any potential guest issues / complaints to the MOD and add to the respective logbook.
• Clean and always maintain physical work area and perform sidework duties as per the SOP.
• Maintain high grooming standard following Marina Bay Sands guidelines.
• Attend line-ups with other staff and review all information pertinent to the day’s business.
• Anticipate, acknowledge, and respond promptly to guests’ requests at all times.
• Be aware of guest reactions and communicate with superior and other service staff to ensure guest satisfaction.
• Maintain cleanliness and working conditions of departmental equipment, supplies, and work areas.
• Ensure all assigned closing duties are completed before signing out.
• Work to be part of a cooperative working climate, maximizing productivity and employee morale.
• Report to Manager on Duty work orders for maintenance and repairs to be submitted to Manager.
• Review status of assignments and any follow-up actions with Manager on Duty.
• Successful completion of the training/certification processes.

Education & Certification

• Diploma/Degree in hospitality or related field preferred

Experience

• Minimum 4 years’ experience in customer service / guest contact roles, preferably in a hospitality organization

Other Prerequisite

• Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays
• Possess a well-groomed, clean, and professional appearance.

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.

Marina Bay Sands has stood as an architectural marvel and the crown jewel in Singapore’s skyline. Home to the world's most spectacular rooftop infinity pool and approximately 1,850 rooms and suites, the integrated resort offers exceptional dining, retail, and entertainment choices, complete with a year-round calendar of signature events and festivals.

As one of the largest players in hospitality, Marina Bay Sands is dedicated to being a good corporate citizen to serve its people, communities and environment. It drives social impact through its community engagement programme, Sands Cares, and leads environmental stewardship through its global sustainability programme, Sands ECO360. The integrated resort has been recognised locally and internationally, receiving over 1,000 awards and accolades to date.

Marina Bay Sands is the largest hotel in Singapore to be certified to the Global Sustainable Tourism Council Industry Criteria for Hotels and Accommodations, while Expo & Convention has been named Venue of the Year at the Singapore MICE Awards for two consecutive years.