Hotel Concierge

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

Accomplish Day to Day Operations

Up to date of internal promotions and be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore

Resolve issues pertaining to guest's negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up

Responds to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary

Be conversant with all areas of the Concierge and Guest Services department including supporting tagging at the Guest Services area during peak time

Be able to perform check-in and checkout processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in accordance with the established credit procedures. This includes ensuring that floats balance at the completion of each shift

Register guest in the Property Management System (OPERA). Record and update all pertinent data into guest folio as needed

Handles guest's inquiries pertaining to tourist information and local community

Processes Concierge and Ticketing related requests

Competent to operate FCS system, Property Management System and ALICE Concierge to assist and process with guest requests

Be conversant with manual operations process during shutdown of property management system

Adapt to changes, implement and monitor concierge service to ensure adherence to organisational operating procedures and service standards

Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare and execute accordingly for Suite/VIP Guests

Perform Service and Operational Excellence

Recommend new ideas to enhance guest experience and revenue generation

Collect and update all guest personal information, preferences, practices and interests to ensure accurate guest profile and history in OPERA

Respond and review guest comments, requests and complaints and resolve in a timely and professional manner; take personal responsibility to resolve issues and identify how to minimize reoccurrences with various stakeholders

Apply Operational Risks

Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines

Report and document special incidents that command management's attention; incidents may include vandalism, fight, fire, abuse and accidents

Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department

Respond to emergency situations

Achieve Employee Engagement

Practice well-mannered and groomed as per company standard at all times

Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture

Self -Motivate for continuous learning and development

Involve in Documentation, Financial and report management

Attend scheduled departmental meetings as required

Review systems and processes for workflow and productivity improvement

Perform administrative duties such as inventory and filing of reports as required based on the assigned duty given within the Butler Team

Observe the usage of supplies to ensure that it's within budget and minimize wastage

Contribute ideas in support of the company vision, mission, value and guiding principles

Actively involve to sustainability programmes to drive organisational green initiatives

Perform any other duties and responsibilities as and when assigned by Management

Job Requirements

Education & Certification

Secondary education preferred

Experience

Minimum 1 year experience in the same capacity

Other Prerequisites

Proven leadership skills and ability to operate independently

Good guest relation and problem solving skills

Good planning and execution skills

Ability to manage time, organize, good communication and motivational skills

Proficient in the use of Property Management System and all relevant property management systems

Basic knowledge in Microsoft Office applications

Candidates must have a good command of spoken and written English, and any additional language is an advantage

Pays attention to details and have strong customer service skills

Mature, meticulous, resourceful, organized and able to work independently

A team player and takes initiative to assist other Team Members when required

Have impeccable follow-through; and 'Can Do' attitude and mindset

Be willing to work any day and any shift

Well-groomed and professional disposition

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.