Guest Relations Officer [INTERNAL ONLY]

at  Marina Bay Sands

EDUCATION & CERTIFICATION

• Certificate in Hospitality will be an advantage

EXPERIENCE

• Minimum 2 years customer service experience
• Experience working in a service and hospitality industry will be an advantage

• Perform duties according to the department’s Standard Operating Procedures (SOPs)
• Support operations in the Limousine Command Centre
• Support operations at the Hotel and Casino Discreet Counters
• Attend to walk-ins from guests or call-ins from Sales Team who wish to make limousine bookings.
• Familiarize with our Limousine Booking System to create and monitor limousine transfers.
• Check for guests’ entitlement validation and redeem limousine trips accordingly when guests request for limousine bookings.
• Ensure guests and their items board the correct vehicle, while additionally offering proactive assistance e.g., with opening of vehicle doors for guests, offering drinks while they are waiting for vehicle and helping with loading and unloading of luggage.
• Assist to regulate the parking of vehicles at designated counters for guests to board and alight comfortably.
• Communicate with Limousine Command Centre via the grid phone regarding vehicle availability, amending bookings, vehicles for standby, job assignments, and cancellation of jobs etc.
• Manage guests’ expectations and communicate effectively with the relevant departments on unexpected situations such as when no vehicles are available in property.
• Update relevant department(s) on booking status for arrivals from the airport / ferry terminal.
• Demonstrate excellent customer service to guests when they arrive / depart from the property.
• Respond to any guest inquiries regarding hotel facilities or local attractions.
• Perform any ad hoc duties and responsibilities assigned by the Management.