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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, guiding them through their stay from arrival to departure. The role covers front desk duties, guest relations, cash handling and reporting, and suits someone who enjoys proactive service and creating memorable experiences.
Contact guests by email before arrival to personalise their stay and handle all queries
Greet guests warmly with a smile, eye contact and their name where possible
Anticipate guest needs by asking questions and noting preferences
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 maintain coverage and timely service
Keep up to date on the local area to give specific recommendations
Share recommendations in an engaging way
Update guest preferences in PMS and GXP for future stays
Encourage non-member guests to join Marriott Bonvoy
Thank guests and give a fond farewell
Coordinate with Concierge for transport or handle it personally
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 public tech devices and provide basic troubleshooting or refer to Engineering or Security
Help with guests' luggage, store it or pass items to porters
Escort guests to their room and do in-room check-in when standards require
Provide welcome refreshments per hotel standard
Place requested items like rollaway beds and fridges in guest rooms
Deliver items such as towels, bathrobes, food and drinks, messages, amenities, mail, faxes, packages, flowers and gifts to rooms
Deliver cribs, linens, toiletries and other requested items
Arrange transport like taxis, shuttle buses or Ubers and record advance requests
Report issues into GXP yourself or via a colleague or duty expert
Use PMS to look up details and add profile or booking notes
Upsell hotel facilities and services such as Spa, Restaurant and Bar during guest interactions
Manage traffic around the driveway and Porte cochere
Ensure refreshments are placed in VIP cars as assigned
Follow Marriott Bonvoy engagement and touchpoints, knowing T&Cs 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, resolve late or disputed charges, settle accounts, retrieve keys and request feedback
Process check-ins by confirming reservations in systems like Fidelio, PMS, FOSSE or OPERA, verifying identity, taking payment, assigning rooms and issuing keys
Secure a valid payment method before issuing room keys
Sell rooms to walk-in guests based on avai
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