Guest Experience Expert, Service Express

Westin Hotels & Resorts; Singapore; On-site; SGD 32,000 - 46,000; Full time

Job summary

The Westin Singapore is actively seeking a guest services professional to support guests through phone, email, chat, and in-person interactions. You may handle wake-up calls, relay messages, direct inquiries to the appropriate department, and provide information on room features and local areas of interest.

Role requires a professional appearance and clear communication. A high school diploma is preferred; no prior experience is required.

Qualifications

• High school diploma or G.E.D. required.
• No related work experience required.
• No supervisory experience required.

Responsibilities

• Answer, record, and process guest requests via telephone, email, chat, and in-person interactions.
• Operate telephone switchboard, relay messages, and coordinate with appropriate departments to resolve guest needs.
• Provide information on room features, amenities, local attractions, and services; assist with menu questions and guest requests.
• Log guest requests and follow up to ensure satisfaction; maintain professional etiquette and appearance.

Education

High school diploma or G.E.D.

Tools

Point-of-Sale System

Job description

Additional Information

Job Number26113437

Job CategoryRooms & Guest Services Operations

Location12 Marina View, Asia Square Tower 2, Singapore 18961, Singapore VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position TypeNon-Management

Position Summary

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. 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.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.

We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.

Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.

We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At Westin, we are committed to empowering guests to regain control and enhance their well‑being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well‑being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well‑being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.