Be part of our diverse and inclusive team.
Job Summary
The Guest Services Team creates the first impression to arriving property guests. We direct vehicular flow at the driveway working closely with the Valet Team. We strive to meet all our guests upon arrival, welcome and greet them arriving to the property and directs them to the check-in desk to create an unforgettable memory. We provide efficient luggage handling (Arrival, Departure) and temporary luggage storage services for in-house guests and patrons of the Hotel. We also assist item delivery assistance and at some circumstances escort guests to the designated rooms, explains the use of in-room amenities and facilities, as well as addresses guests’ requests and queries.
Job Responsibilities
Accomplish Day to Day Operations
- Prepare workstation at the start of shift and ensure all equipment and required work materials are in order.
- 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.
- Attend to guests upon their arrival at the entrances handling their inquiries and responding to their needs
- Adapt to changes and ensure adherence to organizational operating procedures and service standards.
- Handles luggage for both arriving and departing guests and groups. This includes proper handling, tagging, and delivering of luggage.
- Rotated to perform duties at the curb and work closely with Bell Captain and Supervisor at the driveway to ensure guest’s arrival and departure experience is seamless.
- Is trained to handle luggage handling equipment like bell-cart and birdcage trolley.
- Involves in learning applying property management system such as OPERA, and dispatching system such as FCS, etc.
- Delivers incoming items to the guestrooms at the request of Guest Services dispatcher/supervisor/captain or/and guests.
- Maintains the luggage room and luggage trolleys. This involves properly stacking of baggage in luggage room, polishing of trolleys and maintaining a hazard-free environment.
- Handles baggage-related requests such as long-term/short-term storage, luggage repair etc.
- Sorts and delivers the requested daily newspapers to all VIP rooms, suites, and scheduled rooms
- Processes guest’s request. In the event, if the request is not directly related to his/her area of capacity, the request is owned and forwarded to the right department.
- Maintain close liaison with all other departments to have a good understanding the operational flow to ensure seamless guest experiences.
Perform Service and Operational Excellence
- Always demonstrate exceptional customer service to guests and fellow employees
- Collect and update guest personal information, preferences, practices, and interests to ensure accurate guest profile and history.
- Recommend new ideas to enhance guest experience and revenue generation.
Apply Operational Risks
- Follow Marina Bay Sands Workplace Safety and Health Policy practices
- To comply with all MBS policies and guidelines.
- Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
- Observe activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
- Respond to emergency situations.
Participate in Employee Engagement
- Practice well-mannered behavior and groom yourself according to company standards
- Embrace OneMBS culture.
- Self – motivation for continuous learning and development.
Involve in Documentation, Financial and report management
- Attend scheduled departmental meetings as required.
- Carry out administrative duties
- Contribute ideas in support of the company vision, mission, value, and guiding principles
- Active involvement in Sands Care and sustainability programmes
- Perform any other duties and responsibilities as and when assigned by Management
Job Requirements
Education & Certification
- Minimum secondary education
Experience
- Minimum 1 year experience in the same capacity
- Be ready to work on weekends, public holidays, and every shift
Other Prerequisites
- Basic knowledge in Microsoft Office applications
- Having a good command of spoken and written English, and any additional language is an advantage
- Pay 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 ready to work every day and every shift
- Good guest relation and problem-solving skills
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
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