Guest Relations Executive (Front Desk)

Posting Date May 23, 2022 Job Number 22084634 Job Category Rooms & Guest Services Operations Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore VIEW ON MAP Brand Marriott Hotels Resorts Schedule Full-Time Relocation? N Position Type Non-Management Located Remotely? N Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels. Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. JOB SUMMARY Work closely with the Duty Managers (DM)/Guest Relations Executive (GRE) to ensure daily operations in Front Office are run smoothly. Ensure all the areas in Front Office are covered by sufficient manpower at all times. Assist to oversee and train all Front Office associates to ensure consistency of service rendered to all guests. JOB DESCRIPTIONS Ensure all Standard Operating Procedures and Local Operating Procedures are adhered to and carried out. Monitor room assignments to ensure all guest requests are met or provide guests with an alternative if unable to meet requests. Master all duties and responsibilities of a Guest Relations Agent in order to assist them more effectively whenever required. Check and ensure that all tasks stated on the associate’s daily operation checklists are completed before the end of each shift (Applies for all sections and including printing of reports required by FOM or management) Handle all guest requests and complaints and take ownership of guest feedback. Corre-spond with guest if necessary. Ensure key packets for guest are properly packed according to the hotel’s standard and room assignment is in accordance to guest requests. Ensure amenity forms are filled up and sent to Room Service if there are amenities arranged. Ensure Breakfast and Cocktail period at the M Club is being set up before schedule time. Monitor Food and Beverage consumption by guests and requisite when required. Assist to handle overbooked situations with Duty Managers/ GRE. Handle night audit duties, Opera interface and liaising with Opera support when shut down is required. Know all hotel emergency procedures at all times. Log daily incidents (where applicable) and be aware of any general liability issues and if unclear, to check with Front Office Manager Ensure all areas under the Front Office’s jurisdiction are cleaned at all times. (Include lobby level). Ensure hotel’s properties, department’s equipment are handled with care by all associ-ates and used according to proper procedures at all times. Monitor office stationeries to ensure that there are sufficient supplies and requisite through Front Office Manager whenever required Assist to prepare and conduct 15 minutes training for all Front Office Associates. Maintain effective service in line with the Hotel’s Corporate Image Cash handling Any other duties as may be assigned from time to time. JOB REQUIREMENTS Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field. At least 2 year(s) of working experience in the related field is required for this position. Great communication & presentation skills. Proficient in problem-solving & follow-up skills. Customer-oriented, well organized & outgoing personality. Rotating shift work basis. Able to start work immediately or within short notice period.