Guest Recognition Coordinator

THE RITZ-CARLTON, MILLENIA SINGAPORE; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading luxury hotel in Singapore seeks a candidate for a Guest Recognition role. Responsibilities include creating VIP Services reports and ensuring the preferences of repeat guests are met. Ideal candidates will have strong communication skills and attention to detail, contributing to an exceptional guest experience. Join a global team dedicated to luxury service.

Benefits

Competitive salary

Employee benefits

Opportunities for growth

Qualifications

• Ability to maintain guest files accurately.
• Experience in hospitality or customer service is a plus.
• Proficient in using hotel management software.

Responsibilities

• Create VIP Services Daily Report and maintain guest files.
• Assist in preparation of welcome back amenities for repeat guests.
• Ensure proper recognition of guests' preferences.

Skills

Guest service management

Communication skills

Attention to detail

Job description

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and whoever you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

POSITION SUMMARY

Essential Job Functions

1. Create the standard VIP Services Daily Report; research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest.
2. Continually maintain guest files in PMS/GXP; record guest preferences, guest incidents, guest feedback via GuestVoice, amenities, and special needs information appropriately in the system(s), delete stay-specific and unusable data, merge duplicate records, etc.
3. Assist in preparation of welcome back notes/amenities for all Repeat Guests & VIP Guests.
4. Assist in the coordination of compliance with (repeat) guests’ needs, requests, and personal preferences. Ensure proper recognition and preference delivery for all repeat guests.
5. To ensure have pre-arrival contact for all guest 3-4 days prior to arrival.
6. Use discretion when inputting guest incidents, comments, etc. - no negative comments.
7. Energize the Guest Recognition process in daily contact with other departments.
8. Provide back up for Guest Recognition Manager Duties, i.e., attendance at departmental line-ups, etc.
9. Assist in the implementation of Guest Recognition awareness programs.
10. Communicate system any mistakes, reworks, breakdowns, incidents and variances to Guest Recognition Supervisor and/or Guest Recognition Manager.
11. To sell/maximize the revenue of the hotel by selling/up selling products to special occasions guests.
12. Follow all company policies and procedures.
13. Respond to all emails and guest inquiries related to Guest Recognition.
14. Respond promptly to guest incident related to Guest Recognition.

Secondary Job Functions

1. Research for more creative ideas in delivery of room decorations, surprise occasions for the honeymooners, celebrating anniversaries and proposals.
2. Research for more details on visiting or repeat guests via the internet system and GXP Planning screen.