Guest Services Agent - Spa

DAISHO DEVELOPMENT SINGAPORE PTE LTD; Singapore; On-site; SGD 26,784 - 33,480; Full time

Job summary

The Westin Singapore is seeking a Guest Services Agent for our Heavenly Spa to deliver exceptional guest experiences. You will schedule spa services, confirm appointments via phone or email, and answer questions about available offerings.

You will update reservations, welcome guests upon arrival, and promote spa services while adhering to brand standards. Strong communication and professional presentation are essential.

Qualifications

• Experience in guest services or hospitality is preferred.
• Excellent communication and interpersonal skills.
• Ability to promote and upsell spa services within brand standards.

Responsibilities

• Schedule spa services for individuals and groups using spa reservation software.
• Contact guests by phone or email to confirm appointments.
• Provide information on available spa services and options.
• Maintain and update reservations, noting last-minute changes with the team.
• Check in guests, verify names, and provide spa orientation on arrival.
• Promote spa services in line with The Westin Brand Standards.
• Handle payments and logs securely, including tips.
• Coordinate with maintenance and report issues as needed.
• Adhere to all policies, ensure professional appearance, and protect assets.

Skills

Customer service

Communication

Sales

Spa reservations

Tools

Spa reservation software

Job description

Be a catalyst for change and drive sustainability forward with us at The Westin Singapore, where your passion transforms into meaningful action.

As a Guest Services Agent for our Heavenly Spa, you will be tasked to:

• Schedule services for individuals and large groups using spa reservation software system.
• Call and/or email guests to confirm scheduled appointments.
• Provide answers about available spa services.
• Update the reservations/cancellations list throughout the day, inform team of last-minute changes, and resolve scheduling issues as needed by working with supervisor/manager.
• Check in guests for appointments, confirm first and last name, and provide general spa orientation to guests upon arrival.
• Promote and sell spa services in accordance to The Westin Brand Standards.
• Be well versed in local standard operating procedures (LSOPs) of our Heavenly Spa.
• Obtain mode of payment and obtain change required for expected business level and keep cash secure at all times.
• Process guest payments for spa services and obtain payment authorization as needed.
• Accept and log cash tips for employees.
• Balance, scan, and drop receipts with Finance.
• Notify Engineering of maintenance and repair needs.
• Report accidents, injuries, and unsafe work conditions to manager.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

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 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.