Guest Relations Officer

Marina Bay Sands Pte Ltd| Date Posted: 20-Feb-2020
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Job Nature:
Permanent
Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

Summary of Job Responsibilities

As a Guest Relations Officer, you will be responsible to ensure that our Patrons receive a seamless service when patronizing our limousine services. You are required to manage guests’ arrivals and departures (for both pre-booked and ad-hoc reservations), regulate vehicle movement and drivers’ queue. As you will be working in a front of the house environment, you are expected to maintain a pleasant disposition at all times. You will assist to enhance the guest experience by fulfilling the service standards as expected from the department.

Job Responsibilities

  • Perform the duties according to the Limousine Standard Operating Procedures (SOPs)
  • Greeting guests upon arrival and making them feel welcome
  • Administering guest arrival and departure limousine services
  • Coordinating with bell services, VIP host and limousine drivers
  • Being a source of information to guests on various matters such as transport, waiting time, pick up/ drop off locations etc
  • Diffusing conflict or tense situations with guests
  • Assist to regulate parking of vehicles at Basement 1 (B1) Paiza Discreet counter in the order of which guests are boarding and alighting.
  • Assist to coordinate with the Limousine Dispatcher and/or Limo coordinators for vehicle availability, standby cars and job assignments.
  • Assist to contact Senior Host once driver reports “Guest On Board”, ETA back to B1, Change of destination location, Change of booking type, Job No-show, Job stand down and change of Disposal duration.
  • Relay messages to Limousine Dispatcher on the change of events as it unfolds to ensure communication flow is seamless.
  • Should the grid is busy, you will contact the Limousine Command Centre (LCC) for any changes to be effected.
  • Communicate with the outsource drivers on their job deployment.
  • Man the Limousine Queue System (LQS) system to ensure that Drivers who had been assigned job by LCC Dispatcher, B1 or B3 are signed off from the B1 LQS system.
  • Assist to amend the Limousine Integrated System (LIS) should guest arrive before the scheduled pick up booking time.
  • Assist with door opening during send off or receiving guests
  • Assist with luggage for departing or arriving guests only when necessary
  • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
  • Ensure that the correct guest boards the right vehicle that had been assigned to them
  • For patrons with pre-existing transfers, you are to match the patron’s membership card against the LIS booking record to verify if the record is existing before calling for the vehicle.
  • Check through LIS for whole shift bookings to ensure no duplicate / no error / VIP arrival / Host required e.g. Business Development (BD) or Players Development (PD) Team following car etc.
  • To inform VIP Services to pre-register room for arrival guest when limo departed from Airport to MBS
  • To ensure that there are no trespassers when there are Celebrities / VVIPs in house. Call Security if needed
  • For adhoc bookings, check card tier and exclusion in ACSC, ensure no duplicate booking, key in LIS and redeem in DexRM
  • Provide assistance to patron (e.g. Offering our service to patron while they are waiting for vehicle, assist patron for hotel check in, provide wheel chair if necessary)
  • Attend to patron/BD/PD for the limo arrangement & feedback
  • Receive calls from JetQuay staff for the arrival E.g. JetQuay or driver inform that there was no response to the signage/ no sign of guest
  • Be familiar with the LIS Procedures
  • Be familiar with the LQS Procedures
  • Familiar with Singapore roads, Hotel locations, places of interest, entertainment and F&B outlets and residential areas
  • Familiar with all Airport and Ferry terminals in Singapore
  • Performs any other duties and responsibilities as and when assigned by Limousine Management.

JOB REQUIREMENTS

  • GCE ‘O’/’N’ Levels or Certificate in Hotel Operations preferred
  • Minimum 2 years customer service experience
  • Prior experience in the same capacity is an advantage
  • Experience working in a service and hospitality industry will be an advantage
  • Service oriented
  • Exceptional interpersonal skills
  • Good time management and organizational skills
  • Ability to work under pressure and independently
  • Patience and good listening skills
  • Fluent in written and spoken English
  • Excellent written and verbal communication
  • Team player
  • Adaptable to rotating shifts including Night Shift