Guest Service Agent - Front Office

Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A luxury hospitality company in Singapore is seeking Front Office staff to enhance guest experiences through efficient room registration and exceptional customer service. The ideal candidate will have at least one year of relevant experience, good communication skills, and the ability to work independently or as part of a team. This role requires flexibility to work any shifts and days, ensuring guest satisfaction and smooth operations.

Qualifications

• Minimum 1 year experience in the same capacity.
• Good command of spoken and written English, additional languages is a plus.
• Willing to work any day and any shift.

Responsibilities

• Prepare workstation at the start of shift.
• Handle room registration of guests for satisfaction.
• Perform lobby ambassador duties to enhance guest experience.

Skills

Customer service skills

Attention to details

PC literacy

Communication skills

Problem-solving skills

Team player

Education

Nitec/Higher Nitec/Diploma/Degree in hospitality or related field

Job description

Job Responsibilities

• Prepare workstation at the start of shift and ensure all equipment and required work materials are in order.
• Handle room registration of arriving guests in accordance to the Service Quality Review standards to achieve optimal customer satisfaction.
• Be up to date with internal promotions and familiar with the local community and famous events in town. Provide appropriate recommendations to guests to enhance their stay in MBS and Singapore.
• Perform lobby ambassador duties including: attend to guests upon arrival and direct guests to the designated check in / out locations; engage and interact with guests during the wait to enhance the guests' arrival experience.
• Adapt to changes and ensure adherence to organisational operating procedures and service standards.
• Handle the arrival and departure process of Gaming VIPs including those arriving and departing via private jet and airport limousine transfers.
• Handle the arrival and departure process of Non-Gaming VIPs and limousine arrival guests including room assignments and meet and greet service.
• Handle group arrivals by communicating with organizers/tour leaders, managing room assignments, preparing room keys, welcoming groups upon arrival and liaising with Express Service for wake-up call requests and In Room Dining for takeaway breakfast requests.
• Handle guests requests and redirect the request to the appropriate department(s) if request is not within scope and capacity of Front Office ensuring guests' requests are followed through.
• Handle guest requests made through incoming calls and perform follow-up with the Command Centre.
• Handle guests' challenges and feedback and escalate to higher management if necessary.
• Handle room check out including regular checkout, express checkout and video checkout.
• Support Guest Service Agents with assignment of clean rooms during check in process.
• Handle cashiering activities including deposits, paid-outs and foreign currency exchange.
• Handle hotel expenses settlement of Gaming VIPs.
• Perform night audit function including date roll procedures and reconciliation of Front Office and Concierge TMs' cashiering transactions.
• Perform back-of-house roles including credit card settlement for express checkouts, guest billing enquiries, FCS requests, guest amenities arrangement, check in/out of back-to-back reservations and in-house guest high balance credit check.
• Liaise with Finance and Casino teams for all past dated guest account adjustments and credit card transactional disputes.
• Manage out of order and out of service room inventory through communication with Facilities and Housekeeping Departments.
• Handle future and on-day room assignment and inventory control.
• Be conversant with manual operations process during downtime of property management system.
• Promote the different categories of guest rooms and MBS operated F&B outlets and offerings and provide assistance to make bookings if required.
• Maintain close liaison with all other departments to have a good understanding of the operational flow to ensure seamless guest experiences.

Job Requirements

• Education & Certification: Nitec/Higher Nitec/Diploma/Degree in hospitality or related field preferred.
• Experience: Minimum 1 year experience in the same capacity.
• Other Prerequisites: PC literacy and good typing skills; basic knowledge in Microsoft Office applications.
• Candidates must have a good command of spoken and written English, and any additional language is an advantage.
• Pays attention to details and has strong customer service skills.
• Mature, meticulous, resourceful, organized and able to work independently.
• A team player and takes initiative to assist other team members when required.
• Have impeccable follow-through; and a "Can Do" attitude and mindset.
• Be willing to work any day and any shift.
• Well-groomed and professional disposition.
• Good guest relation and problem solving skills.
• Good planning and execution skills.
• Ability to manage time, organize, and possess good communication and motivational skills.
• Meet the attendance guidelines of the job and adhere to departmental and company policies.

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.