Guest Experience Expert (Executive Lounge, i-Job Program)

Y-Axis; Singapore; Hybrid; SGD 50,000 - 75,000; Full time

Job summary

Marriott Hotels is seeking a Front Office/Guest Services professional in Singapore to provide exceptional guest relations, cash handling, and concierge support. You will greet guests, tailor recommendations, and coordinate with various departments to ensure a seamless stay.

You will upsell hotel facilities, maintain high service standards, and assist guests with transportation and check-in processes. A strong focus on communication, multitasking, and attention to detail is essential.

Qualifications

• Guest Relations, cash handling, and front office operations are core skills.
• Strong communication and time-management abilities.
• Experience with PMS and upselling hotel facilities is preferred.

Responsibilities

• Establish guest connection via email prior to arrival and be the contact for queries.
• Welcome guests and greet with a friendly, name-based approach.
• Anticipate guest needs and tailor recommendations based on preferences.
• Listen and respond to questions, resolve issues, and build guest trust.
• Interact with guests about stay, services, and local attractions; engage on social channels where appropriate.
• Upsell hotel facilities and services (Spa, Restaurant, Bar).
• Coordinate with Concierge for transportation and assist with luggage handling.

Skills

Guest Relations

Cash Handling

Property Management Systems

Upselling

Conflict Resolution

Customer Service

Concierge Services

Front Office Operations

Multitasking

Communication Skills

Time Management

Attention to Detail

Job description

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

0.0

Posted On

13 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Guest Relations, Cash Handling, Property Management Systems, Upselling, Conflict Resolution, Customer Service, Concierge Services, Front Office Operations, Multitasking, Communication Skills, Time Management, Attention to Detail

JOB DUTIES & RESPONSIBILITIES

Guest Relations

• Establish guest connection via email prior to arrival to customize the gueststay experience and be the one point of contact for all guest queries
• Welcome and acknowledge each guest with a smile, eye contact, and a friendlyverbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests tobetter understand their needs and watching/listening to guest preferences andacting on them whenever possible.
• Actively listen and respond positively to guest questions, concerns, andrequests using brand or property specific to resolve issues, delight, andbuild trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Interact & engage with guests in conversation regarding their stay, propertyservices, and area attractions/offerings, including social media whereappropriate
• Assist other colleagues to ensure proper coverage and prompt guest service.
• Stay up to date on the local area so that you are prepared to providespecific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interestamong guests and associates.
• Perform other reasonable duties as requested.
• All guest preferences to be updated on the PMS and GXP platform to beutilized during future stays.
• Encourage all non-member guests to be enrolled into Marriott Bonvoy
• Engage guests in conversation regarding their stay, property services, andarea attractions/offerings, including social media where appropriate.
• Thank guests with genuine appreciation and provide a fond farewell.

Guest Services

• Liaising with Concierge for all transportation requirements or be able tohandle personally when required.
• Contact appropriate individual or department (e.g., Guest Arrival, FrontDesk, Housekeeping, Engineering, Security/Loss Prevention) as necessary toresolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met totheir satisfaction.
• Manage access to technological devices within public spaces (e.g.,television, remote control, computer, Internet, games, etc.) and providebasic troubleshooting assistance or refer to appropriate individual ordepartment (e.g., Engineering, Security/Loss Prevention) as necessary.
• Assist with guests’ luggage, keep for storage or handle items to be deliveredby the porters when necessary
• Escort guests to their room and provide in room check in (depending on hotelstandards).
• Provide welcome refreshments as per hotel standard.
• Place requested items such as rollaway beds and refrigerators in guest rooms.
• Deliver items (e.g., extra towels, bathrobes, food and beverage delivery,messages, amenities, mail, faxes, packages, flowers, sundry items, gift itemsand other items) to guest/resident rooms.
• Deliver cribs, linens, complimentary toiletries, and other items requested byguests to guest rooms.
• Arrange transportation (e.g., taxi, shuttle bus, Uber) forguests/residents/visitors, and record advance transportation request asneeded.
• Contacts appropriate individual or department (e.g., Valet, Front Desk,Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolveguest call, request, or problem.
• Manage access to technological devices within public spaces (e.g.,television, remote control, computer, internet, games, etc.) and providebasic troubleshooting assistance or refer to appropriate individual ordepartment (e.g., Engineering, Security/Loss Prevention) as necessary.
• Report any issues to be entered into GXP by your colleague or duty or self(GXP expert by department)
• In some countries the bell / door man is providing care valet service forguests
• Able to use PMS to look up details and place profile / booking notes
• While interacting with guests, upsell hotel facilities and services i.e.,Spa, Restaurant, Bar.
• Mange traffic around driveway and Porte cochere
• Ensure refreshments are placed in VIP cars as needed and assigned accordingto hotel standards
• Follow all Marriott Bonvoy engagement and touchpoints as per standard (knowT&C and adhere to all SOP’s)

Executive/Club Lounge

• Monitor Club Lounge for seating availability, service, safety, and well-beingof guests.
• Maintain cleanliness and condition of bar, furniture and food displaycounter.
• Ensure Breakfast and Cocktail period at the Club Lounge is being set upbefore schedule time.
• Perform opening and closing duties of Club Lounge.
• Requisition all necessary supplies, transporting supplies from storeroom toClub Lounge set-up area as required.
• Forecast additional meal requirements and communicate special requests to thekitchen.

Cash Handling

• Process all payment methods in accordance with Accounting procedures andpolicies.
• Follow property control audit standards and cash handling procedures (e.g.,blind drops).
• Count bank at end of shift, complete designated cashier reports, resolve anydiscrepancies, drop off receipts, and secure bank.
• Obtain assigned bank and ensure accuracy of contracted monies, obtainingchange required for expected business level, and keeping bank secure at alltimes.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, andresource materials; and maintain cleanliness of workstation at all times.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any specialrequests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information inlogbooks in the absence of a departmental Supervisor.
• Print contingency lists to have a record of all guests in case of emergency.

Greet / Farewell / Escort Guests

• Supply guests/residents with directions and information regarding propertyamenities, services, and hours of operation, and local areas of interest andactivities.
• Tag, store, and retrieve luggage from luggage storage, providing guests withproper claim tickets for their luggage.
• Speak to guests and colleagues using clear, appropriate and professionallanguage.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Instruct guests on how to access the internet (e.g., dial-up, broadband,wireless).
• Answer telephones using appropriate etiquette including answering the phonewithin 3 rings, answering with a smile in one's voice, using the callers'name, transferring calls to appropriate person/department, requestingpermission before placing the caller on hold, taking and relaying messages,and allowing the caller to end the call.
• Handle MBV guest proactive chat and respond within shortest time possible.
• Discuss work topics, activities, or problems with colleagues, supervisors, ormanagers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other associates to effectively exchange information.
• Ensure communications equipment and tools works properly.
• Exchange information with other employees using electronic devices (e.g.,WhatsApp Channels, Email, DECT phones).

Working with Others

• Support all colleagues and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with otherassociates and departments.
• Handle sensitive issues with guests with tact, respect, diplomacy, andconfidentiality.
• Partner with and assist others to promote an environment of teamwork andachieve common goals.

Policies and Procedures

• Ensure uniform, nametags, and personal appearance are clean, hygienic andprofessional.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.
• Protect company tools, equipment, machines, or other assets in accordancewith company policies and procedures.
• Protect the privacy and security of guests and coworkers and maintainconfidentiality of proprietary materials and information.
• Do not use personal phone in front of house while on duty.
• To ensure and follow established procedures and compliance as per LSOPguidelines.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and brand standards.
• Keep working area, driveway and hotel entrance keen at all times.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g.,evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work-related accidents, or other injuries immediately upon occurrenceto manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report themto management and security/safety personnel.
• Use proper equipment and tools, wear appropriate personal protective clothing(PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Follow company and department safety and security policies and procedures toensure a clean, safe, and secure environment.

Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Candidate must possess at least a Professional Certificate/NiTEC, in anyfield.
• 1-2 years of relevant working experience in Hotel's Executive Lounge. Norelevant experience is welcomed too.
• Integrated-Job (i-Job) program: Rotating to various sections of Front Officesuch as Front Desk, Concierge, Bell & Call Centre.
• Able to handle cash transactions meticulously.
• Able to work with hotel's computer system (e.g., Opera, Micros, etc).
• Customer-oriented.
• Able to perform rotating shift duties including overnight.
• Able to start work within short notice period.

At Marriott International, we are dedicated to being an equal opportunityemployer, welcoming all and providing access to opportunity. We actively fosteran environment where the unique backgrounds of our associates are valued andcelebrated.Our greatest strength lies in the rich blend of culture, talent, andexperiences of our associates. We are committed to non-discrimination on anyprotected basis, including disability, veteran status, or other basis protectedby applicable law.Marriott Hotels strive to elevate the art of hospitality, innovating at everyopportunity while keeping the comfort of the oh-so-familiar all around theglobe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt,forward-thinking service that upholds and builds upon this living legacy. Withthe name that’s synonymous with hospitality the world over, we are proud towelcome you to explore a career with Marriott Hotels. In joining MarriottHotels, you join a portfolio of brands with Marriott International. Be where youcan do your best work, begin your purpose, belong to an amazing global team, andbecome the best version of you.

JW Marriottis part of Marriott International's luxury portfolio and consists ofmore than 100 beautiful properties in gateway cities and distinctive resortlocations around the world. JW believes our associates come first. Because ifyou're happy, our guests will be happy. JW Marriott associates are confident,innovative, genuine, intuitive, and carry on the legacy of the brand’s namesakeand company founder, J.Willard Marriott. Our hotels offer a work experienceunlike any other, where you'll be part of a community and enjoy true camaraderiewith a diverse group of co-workers. JW creates opportunities for training,development, recognition and most importantly, a place where you can pursue yourpassions in a luxury environment with a focus on holistic well-being. Treatingguests exceptionally starts with the way we take care of our associates. That is The JW Treatment. In joining JW Marriott, you join a portfolio of brands withMarriott International. Be where you can do your best work, beginyourpurpose,belongto an amazing global team, andbecomethe best version of you.