Guest Services Officer

HOI HUP NOVENA PTE. LTD.; Singapore; On-site; SGD 28,000 - 44,000; Full time

Job summary

HOI HUP NOVENA PTE. LTD. is hiring a hotel front desk associate to register guests, handle requests, and update guest information in the Property Management System.

You will select and block rooms, coordinate with housekeeping for special requests, and upsell rooms while upholding Marriott Brand Standards. Preference given to candidates with at least 1 year of similar field experience and a high school diploma or equivalent.

Qualifications

• High School, Diploma or Equivalent College / University degree.
• Preferably 1 year experience in similar field.

Responsibilities

• Register hotel guest into the system with emphasis on fulfilling guest request and establish credit policies.
• Select and block rooms for arriving guests considering special requests, VIPs, individuals or groups.
• Collaborate with Housekeeping to ensure special requests are met and followed up.
• Update guest information in the Property Management System accurately and keep organized records.
• Use the PMS to generate Shift and Daily reports.
• Handle guest checkout and process billing changes accordingly.
• Address guest complaints and report to Guest Services Supervisor.
• Coordinate with Supervisors on hotel operations to keep them informed.
• Understand Marriott Brand Standards Audit (BSA) and ensure task execution per SOPs.
• Be ready for new tasks from Supervisors/Managers.
• Know the basics of Marriott Rewards and be confident in upselling rooms.
• Maintain a customer-oriented service attitude.

Skills

Customer oriented

Upsell rooms

Education

High School Diploma or Equivalent

College/University degree

Job description

JOB SUMMARY

DUTIES AND RESPONSIBILITIES

• Register hotel guest into the system with emphasis on fulfilling guest request, following necessary handling instructions and to establish credit policies and procedures
• Select and block rooms for arriving guest in taking into consideration special request, pre register VIPS, individuals or groups
• Work closely with Housekeeping to ensure that special requests are met and follow up accordingly
• Ensure that all guest information is correctly updated into Property Management System and maintained in an organized manner
• Utilize the Property Management System to generate Shift and Daily report
• Check guest out of the Hotel in accordance to the procedures; make billing changes, post charges accordingly
• Ensure all guests complains are heard and reported to Guest Services Supervisor.
• Work with Supervisors regarding hotel business to keep them in an informed position
• Understand Marriott Brand Standards Audit (BSA) and to ensure consistency in executing the task as per SOPs
• Must be ready for new tasks given by Supervisors or Managers
• Must know minimum the basics of Marriott Rewards
• Must be confident to upsell rooms
• Must be customer oriented

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.

JOB SPECIFICATION

Educational / Academic Requirements: High School, Diploma or Equivalent College / University degree

Experience : Preferably 1 year experience in similar field