Marina Bay Sands Pte Ltd

Guest Service Agent - Front Office

Marina Bay Sands Pte Ltd | Date Posted: 9-Dec-2018
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Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

Job Responsibilities

Front Office

  • Prepare workstation at the start of shift and ensure all equipment and required work materials are in order.
  • Handle room registration of arriving guests in accordance to the Service Quality Review standards to achieve optimal customer satisfaction.
  • Handle guests requests and redirect the request to the appropriate department(s) if request is not within scope and capacity of Front Office ensuring guests’ requests are followed through.
  • Handle guest requests made through incoming calls and perform follow-up with the Command Centre.
  • Handle room check out including regular checkout, express checkout and video checkout.
  • Handle cashiering activities including paid-outs, foreign currency exchange, and encashment of travelers’ cheques.
  • Promote the different categories of guest rooms and MBS operated F&B outlets and offerings.
  • Familiarize with the local community and stay updated with major events in town to provide appropriate recommendations to guests to enhance their stay in MBS and Singapore.
  • Maintain close liaison with all other departments to have a good understanding the operational flow to ensure seamless guest experiences.
  • Monitor activities in the hotel lobby and report any suspicious characters, items or/and activities to the Front Desk Manager.
  • Perform administrative duties including reports compilation and generation, updating of the system.
  • Perform any other duties and responsibilities as and when assigned by Management.

Additional tasks to Front Office

  • Attend to guests upon their arrival at the entrances before the security checks handling their inquiries and responding to their needs
  • Manage the queue at the entrance by directing the guests to the different designated queues and engaging/ interacting with the guests during the wait to enhance the guest experience at the Casino entrance
  • Monitor activities at the Casino Entrance and report any suspicious characters, items or/and activities to Security
  • Handle guests’ complaints and feedback and escalate to higher management if necessary
  • Provide assistance to guests at the levy kiosks

JOB REQUIREMENTS

Education & Certification

  • Minimum GCE ‘N’ or ‘O’ Levels.
  • Qualifications in Hospitality Management from a recognized institution is an added advantage.

Experience

  • At least 1 year of experience in the same capacity or any other hospitality related  capacity

Competencies

  • Strong customer service and communication skills.
  • Good command in spoken and written English is essential and any additional languages is an added advantage.
  • PC Literacy and good typing skills.
  • Good team player, ability to work with minimal supervision and meticulous
  • Have impeccable follow-through; and “Can Do” attitude and mindset.
  • Be willing to work any day and any shift
  • Well-groomed and professional disposition.
  • Willingness to work on rotating shifts, weekends and public holiday
Company Overview
Marina Bay Sands Pte Ltd