Hotel Concierge

605 Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

Marina Bay Sands seeks a dynamic Concierge/Guest Services professional to deliver exceptional hospitality in Singapore. You will manage check-ins/outs, allocate rooms, handle payments and update guest folios in OPERA.

You will respond to guest inquiries, resolve issues promptly, and coordinate with Front Office, Guest Relations, Paiza Services, Housekeeping and Facilities to ensure VIP guests receive flawless service.

Qualifications

• Secondary education preferred.
• Minimum 1 year experience in the same capacity.
• Proven leadership skills and ability to operate independently.
• Good guest relation and problem solving skills.
• Good planning and execution skills.
• Ability to manage time, organize, good communication and motivational skills.
• Proficient in the use of Property Management System and all relevant property management systems.
• Basic knowledge in Microsoft Office applications.
• Good command of spoken and written English; additional language an advantage.
• Attention to detail; strong customer service skills.
• Mature, meticulous, organized; able to work independently.
• Team player with initiative; can-do attitude.
• Willing to work any day and any shift.
• Well-groomed and professional disposition.

Responsibilities

• Handle check-in and check-out using established systems; allocate rooms and manage payments.
• Register guests in OPERA and update guest folio as needed.
• Respond to guest inquiries, comments and complaints promptly; follow up with management as required.
• Collaborate with Front Office, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining for VIP guests.
• Operate FCS and ALICE Concierge to assist guest requests and maintain service standards.
• Be familiar with safety guidelines and report incidents as needed.
• Support documentation, financial, and report management within the Butler Team.

Skills

Leadership

Guest relations

Problem solving

Planning & execution

Communication

MS Office

English language

Education

Secondary education

Tools

OPERA

ALICE Concierge

Property Management System

FCS System

Job description

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Accomplish Day to Day Operations

• Up to date of internal promotions and be familiar with the local community and famous events in town.
• Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore
• Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up
• Responds to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary
• Be conversant with all areas of the Concierge and Guest Services department including supporting tagging at the Guest Services area during peak time
• Be able to perform check-in and checkout processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in accordance with the established credit procedures. This includes ensuring that floats balance at the completion of each shift
• Register guest in the Property Management System (OPERA). Record and update all pertinent data into guest folio as needed
• Handles guest’s inquiries pertaining to tourist information and local community
• Processes Concierge and Ticketing related requests
• Competent to operate FCS system, Property Management System and ALICE Concierge to assist and process with guest requests
• Be conversant with manual operations process during shutdown of property management system
• Adapt to changes, implement and monitor concierge service to ensure adherence to organisational operating procedures and service standards
• Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare and execute accordingly for Suite/VIP Guests

Perform Service and Operational Excellence

• Recommend new ideas to enhance guest experience and revenue generation
• Collect and update all guest personal information, preferences, practices and interests to ensure accurate guest profile and history in OPERA
• Respond and review guest comments, requests and complaints and resolve in a timely and professional manner; take personal responsibility to resolve issues and identify how to minimize reoccurrences with various stakeholders

Apply Operational Risks

• Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines
• Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse and accidents
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
• Respond to emergency situations

Achieve Employee Engagement

• Practice well-mannered and groomed as per company standard at all times
• Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture
• Self -Motivate for continuous learning and development

Involve in Documentation, Financial and report management

• Attend scheduled departmental meetings as required
• Review systems and processes for workflow and productivity improvement
• Perform administrative duties such as inventory and filing of reports as required based on the assigned duty given within the Butler Team
• Observe the usage of supplies to ensure that it’s within budget and minimize wastage
• Contribute ideas in support of the company vision, mission, value and guiding principles
• Actively involve to sustainability programmes to drive organisational green initiatives
• Perform any other duties and responsibilities as and when assigned by Management

Job Requirements

• Education & Certification
  • Secondary education preferred
• Experience
  • Minimum 1 year experience in the same capacity
• Other Prerequisites
  • Proven leadership skills and ability to operate independently
  • Good guest relation and problem solving skills
  • Good planning and execution skills
  • Ability to manage time, organize, good communication and motivational skills
  • Proficient in the use of Property Management System and all relevant property management systems
  • 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 have 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 “Can Do” attitude and mindset
  • Be willing to work any day and any shift
  • Well-groomed and professional disposition

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.

Marina Bay Sands has stood as an architectural marvel and the crown jewel in Singapore’s skyline.

Home to the world's most spectacular rooftop infinity pool and approximately 1,850 rooms and suites, the integrated resort offers exceptional dining, retail, and entertainment choices, complete with a year-round calendar of signature events and festivals.

As one of the largest players in hospitality, Marina Bay Sands is dedicated to being a good corporate citizen to serve its people, communities and environment.

It drives social impact through its community engagement programme, Sands Cares, and leads environmental stewardship through its global sustainability programme, Sands ECO360.

The integrated resort has been recognised locally and internationally, receiving over 1,000 awards and accolades to date.

Marina Bay Sands is the largest hotel in Singapore to be certified to the Global Sustainable Tourism Council Industry Criteria for Hotels and Accommodations, while Expo & Convention has been named Venue of the Year at the Singapore MICE Awards for two consecutive years.