Guest Services Ambassador - MHS

Millennium & Copthorne International Limited; Singapore; On-site; SGD 36,000 - 60,000; Full time

Benefits offered by this job

Sponsored training

Excellent staff benefits

Global hospitality company

Job summary

Millennium & Copthorne International Limited is seeking a Guest Relations/VIP Services professional in Singapore. You will oversee VIP room readiness, greet guests, and deliver personalized services, while building strong guest relationships to enhance satisfaction.

Role requires Mandarin and English proficiency, flexibility for rotating shifts, and a customer-focused mindset to resolve issues and uphold service standards across hotel operations.

Qualifications

• Willing to work rotating shifts and weekends, including public holidays.
• Fluency in English and Mandarin for guest communications.
• Strong interpersonal and service-oriented mindset.

Responsibilities

• Ensure VIP arrival rooms are checked and amenities replenished before arrival.
• Welcome and bid farewell to VIP guests and provide personalized service.
• Develop and maintain contacts with house guests to anticipate needs.
• Address guest requests and investigate complaints thoroughly.
• Assist with daily briefings, weekly updates, and monthly brainstorms within the department.
• Support Reception on KPI achievement, upselling targets, and Revinate scores.
• Handle guest complaints in coordination with the Duty Manager.

Skills

Mandarin language

Customer service

Job description

Job Highlights:

• Global Hospitality Company
• Career Development with sponsored training opportunities
• Excellent Staff Benefits

Job Description

Reporting to Front Office Manager, the incumbent shall be responsible to:

Operations:

• To ensure that all VIP arrival rooms are checked and amenities are replenished in the rooms prior to the guest’s arrival

• To welcome and bid farewell to all VIP guests

• To develop and maintain close business contacts with house guests and to provide personalized service whenever possible

• Attend to guests’ requests and thoroughly investigate guest complaints

• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department

• Support the Reception team in relation to KPI achievement, upselling targets, My Millennium sign ups and Revinate scores

• Assist DM with regard to complaint handling.

Guest Services:

• Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner

• To deal with irate guests and find ways to resolve issues to the guests’ satisfaction

• To serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale

• To lead as a role model in terms of service and Revinate scores.

Must be willing to work rotating shifts and weekends (including public holidays). Able to speak Mandarin, in addition to English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.