Guest Services Officer (Front Office)

Courtyard by Marriott Singapore Novena; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A prominent hotel in Singapore is seeking a receptionist to handle guest registrations, check-outs, and customer inquiries. The ideal candidate should have a high school diploma or equivalent, alongside a minimum of 1 year experience in a similar role. Strong communication and upselling skills are essential for success in this position. If you are customer-oriented and love to exceed guest expectations, this could be the right fit for you.

Qualifications

• Minimum of 1 year experience in a similar field.
• Understand the basics of Marriott Rewards.
• Knowledge of Property Management System is a plus.

Responsibilities

• Register hotel guests and fulfill guest requests.
• Block rooms for arriving guests based on special requests.
• Ensure all guest information is updated in the system.
• Check guests out according to procedures.
• Maintain control of guest and hotel accounts.

Skills

Customer oriented

Confident upselling

Effective communication

Teamwork

Education

High School, Diploma or Equivalent College/University degree

Job description

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

Other Functions

• Maintain effective communication with other departments

• Participate in team and department meetings to share and learn about new procedures, information, special events etc

• Ensure a safe working environment for fellow colleagues

• Work as a team, helping other colleagues to complete necessary activities in ensuring all guest expectations are met and delivered

• Provide quality service to the guest by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.

• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.

• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.

• Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.

• Assist, as required to screen calls for reservations.Ensure accurate, up to date information is given.

• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

• Carry out reception duties as required

• Always put on a smile and greet all guest

• Take every opportunity to exceed guest’s/customers’ expectations and achieve fully guest/customer’s engagement.

• Any other duties as may be assigned from time to time

JOB SPECIFICATION

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

Experience :Preferably 1 year experience in similar field