Full-timeHotels & hospitality· Posted 28 Aug

Guest Experience Expert (Executive Lounge, i-Job Program)

Marriott InternationalApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

TEOrchard Boulevard320 Orchard Road, Singapore 238865

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

You will be the main point of contact for guests at Singapore Marriott Tang Plaza Hotel, helping them throughout their stay and working across different departments. This role suits someone who enjoys interacting with people, takes initiative, and can handle a variety of guest needs in a fast-paced hotel setting.

What you'll do

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Contact guests by email before arrival to personalise their stay and handle all queries
Greet every guest warmly with a smile, eye contact and their name where possible
Anticipate guest needs by asking questions and noting their preferences
Listen and respond positively to guest questions, concerns and requests to resolve issues
Address guest service needs professionally and promptly
Chat with guests about their stay, hotel services and local attractions, including on social media
Support colleagues to ensure coverage and timely service
Keep up to date on the local area to give guests specific recommendations
Update guest preferences in the PMS and GXP systems for future stays
Encourage non-member guests to join Marriott Bonvoy
Thank guests sincerely and give a warm farewell
Coordinate with Concierge for transport or handle it yourself when needed
Contact the right person or department to resolve guest calls, requests or problems
Follow up with guests to confirm their requests or issues are resolved
Manage access to devices in public areas and provide basic troubleshooting or refer to the right department
Help with guests' luggage, store it or arrange delivery by porters
Escort guests to their room and do in-room check-in where standards require
Provide welcome refreshments following hotel standards
Place requested items like rollaway beds and refrigerators in guest rooms
Deliver items such as towels, bathrobes, food and drinks, messages, amenities, mail, packages, flowers and other items to rooms
Deliver cribs, linens, toiletries and other requested items to guest rooms
Arrange transport like taxis, shuttle buses or ride-hailing for guests and visitors, and record advance requests
Report issues for entry into GXP by yourself or a colleague
Use the PMS to look up details and add profile or booking notes
Upsell hotel facilities and services such as the Spa, Restaurant and Bar during guest interactions
Manage traffic around the driveway and porte cochere
Ensure refreshments are placed in VIP cars as per hotel standards
Follow all Marriott Bonvoy engagement standards and SOPs
Track room status changes like early or late check-out, room transfers and unexpected stay-overs for Housekeeping
Organise and coordinate check-in and pre-registration for arriving groups
Process all check-outs, including express check-outs, resolving late or disputed charges, settling accounts, retrieving keys and requesting guest feedback
Process check-ins by confirming reservations in the system, verifying identity, taking payment, assigning rooms and issuing keys
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Guest Experience Expert (Executive Lounge, i-Job Program)

About the role

What you'll do

Requirements

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