Job Summary

The Guest Relations Agent welcome guests to the hotel lobby, provide meet-and-greet service to guests arriving to check-in, assist guests with any inquiries and directional assistance, and extend a fond farewell when guest leaves the property. The role of the Ambassador is to create an unforgettable memory by providing intuitive services while going above beyond to fulfill guest requests. The Ambassadors are impeccably well-groomed, speak in eloquent and professional demeanor and exude a sense of elegance in their regular engagement with guests.

Job Responsibilities

Operational Related

• Provide an impactful presence at the hotel lobby, exuding confidence and creating meaningful connection with guests that walk into the lobby

• Greeting guests, and providing an engaging warm welcome or fond farewell upon arrival and departure

• Ensure each guest is greeted promptly, courteously, graciously with eye contact, and a smile

• Interact with guests throughout the hotel lobby to enhance the service experience with the introduction of all hotel services and facilities

• Provide unexpected surprises that will delight guests during their hotel stay or dining experience

• Able to respond to guest feedback and take appropriate timely actions to have a meaningful impact on guest experience

• Provide additional support to Guest Services and Transportation team on hotel curbside to enhance the guest welcome experience, providing a sense of luxury and importance to each guest

• Provide additional support to front desk operations with queue management at all check in areas ensuring a smooth check in experience for our guests

• Recommends and effectively promotes relevant services across the integrated resorts that are in tuned with the guests' preferences and follows up on behalf of the guest for necessary bookings, or arrangements

• Attend daily briefing to ensure valuable information and updates are shared among team members, including updated property information.

Departmental Related

• Exemplifies the OneMBS values at all times

• The ability to display a friendly, courteous and professional manner in all dealings with guests and team members.

• Demonstrate an enjoyment and enthusiasm for work through effective relationships with other team members/ departments by adopting a "can do" approach

• Solid foundation of property knowledge and the major events and latest happenings within the property in order to provide appropriate recommendations to guest

• Perform any other tasks as assigned by Management

Job Requirements

Education & Certification

• Minimum GCE O Level

• Diploma or bachelor's degree in hospitality management from a recognized institution is an advantage

Experience

• Minimum 1 year experience in a guest relations role within a hotel, airline or F&B establishment

• Prior experience in hospitality, tourism, airline, luxury fashion, entertainment or customer-service related industry

Other Prerequisites

• English language fluency is required

• Naturally outgoing, personable, sociable, and eloquent

• Impeccably well-groomed

• Exceptional guest relations and communication skills

• Able to stand for long hours as the role requires individual to interact with guest at the hotel lobby

• Attentive to detail and "Can Do" attitude and mindset

• Ability to multi-task and work efficiently in a fast paced and luxury large scale environment

• A team player and takes initiative to assist other team members when required

• Maintains flawless follow-through, ensuring deadlines and quality standards are met

• Be willing to work any day and any shift