Marina Bay Sands Pte Ltd

Guest Relations Officer (Limousine Services)

Marina Bay Sands Pte Ltd| Date Posted: 8-Apr-2021
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Job Nature:
Permanent
Position Level:
Experienced
Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels

Job Description

Summary of Job Responsibilities

As a Guest Relations Officer, you will be responsible to ensure that our guests 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 Department’s Standard Operating Procedures (SOPs)
  • Support Operations within Limousine Command Center (LCC) e.g. Coordinator, Dispatcher
  • Support Operations at Limousine B1 Paiza Counter
    • Greet guests upon arrival and welcome them
    • Administering guest arrival and departure
    • 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 Command Center (LCC) for vehicle availability, standby cars and job assignments
    • Assist to contact Host/ Requestor 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 LCC on the change of events as it unfolds to ensure communication flow is seamless
    • Should the grid is busy, you will contact the LCC for any changes to be effected.
    • Communicate with the drivers on their job deployment.
    • Assist to open door during send off or receiving guests
    • Assist with luggage for departing or arriving guests only when necessary
    • Ensure that the correct guest boards the right vehicle that had been assigned to them
    • Assist to amend the Limousine Integrated System (LIS) should guest arrive before the scheduled pick up booking time.
    • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
    • For guests with pre-existing transfers, you are to match the guest’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 limousine is on the way from Airport/ Ferry Terminal to Hotel
    • To ensure that there are no trespassers when there are Celebrities / VVIPs in house. Call Security if needed
    • For ad-hoc bookings, check entitlement and exclusion in DexRM system, ensure no duplicate booking, key in LIS and redeem in DexRM
    • Provide assistance to guest (e.g. Offering drinks while they are waiting for vehicle, assist guests for hotel check-in, provide wheel chair if necessary)
    • Assist with the limo arrangement and 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
    • Handle billing / payment method on Limo charges
  • Be familiar with the LIS Procedures
  • Be familiar with the Queue System Procedures
  • Perform any other duties and responsibilities as and when assigned by Management

 

JOB REQUIREMENTS

Education & Certification

  • GCE ‘O’/’N’ Levels or Certificate in Hotel Operations preferred

Experience

  • 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

Competencies

  • 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

 

You agree that it is a condition of employment that you adhere to and abide by all rules, regulations, policies and procedures including without limitation the rules of conduct of the Company.

Company Overview
Marina Bay Sands Pte Ltd