Guest Service Agent - Laundry (Laundry Logistics Assistant)

Guest Service Agent – Laundry (Laundry Logistics Assistant)


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JOB SCOPESummary of Job Responsibilities

Premium Services TMs provide personalized meet and greet services, enhance in-house guest experiences, and bid fond farewells to our VIP hotel guests. We strive to create an unforgettable memory by going above & beyond to fulfill their wishes. We follow up closely on guests’ requests to ensure they have been met and their expectations exceeded.
Premium Services TMs are impeccably well-groomed, speak in clear and professional language, thank our guests with genuine appreciation and exudes a sense of elegance in our daily engagement. We aim to leave a long and lasting impression to our guests and make Marina Bay Sands a destination of choice.
At Premium Services, we believe in the delivery of a seamless, luxurious, memorable guest journey.

Job Responsibilities1. Manage Day to Day Operations

Acts as point of contact for Management Referral, Corporate Office of Senior Management, Wedding Couples, and other VIP’s for Hotel operations; provides individual assistance and accurate information throughout their stay.
Efficiently and effectively manage communications prior to arrival and fulfilled in accordance with the policy established in order to increase customer satisfaction and maintain the warm and welcoming atmosphere of the Resort.
Conduct daily briefing to ensure important information and updates are shared among team members.
Ensure that a detailed handover is carry out between shifts including daily hotel occupancy, total assigned follow up for the day.
Responsible for ensuring Premium Services emails are actively replied and/or actioned accordingly.
Recommends and effectively upsells room types and property facilities in a sensitive and personalized manner.

2. Perform Service and Operational Excellence

Handle meet and greet of VIPs as well as the arrival process of special attention and limousine arrival guests including room assignments.
Anticipate guest needs, respond promptly, maintain positive guest relations and ensure an exceptional guest arrival experience.
Preparation of daily Non-Gaming VIPs report for Senior Management
Personally inspects VIP guestrooms and ensures readiness for a perfect arrival experience with set standards.
Works closely with other related teams, and departments to ensure Premium Services requests/requirements are addressed and otherwise completed.

3. 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, accidents, etc.
Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
Respond emergency situations
Respond to guest requirements as long as they are safe, legal and economically sound

4. Participate Employee Engagement

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
Undertake the role of mentoring new Team Members with front desk operations and procedures upon completion of their classroom training

5. 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 Groups Operations 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
Active involvement to sustainability programmes to drive organisational green initiatives
Perform any other duties and responsibilities as and when assigned by Management

6. Lead Service and Operational Excellence

Manage the delivery of services to guests consistent to the company’s core service standards, brand attributes and compliance.
Ensure that all team members including self are well-mannered and always groomed as per company standard.
Brainstorm and decide on ways in which operational flow can be improved.
Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture.
Prepare reports (daily/weekly/monthly) as stipulated by management.
Develop and maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel through effective communication and coordination.
Perform any other duties and responsibilities as and when assigned by Management.

JOB REQUIREMENTSEducation & Certification

Minimum GCE O Level.
Diploma or Qualifications in Hospitality Management from a recognized institution is an added advantage.

Experience

Minimum 1 year experience in the same capacity
Prior experience with Front Office, Guest Relations, or VIP Services preferred.
Proficient in the use of Property Management System.

Competencies

Excellent guest relations and communication skills.
Fluent in English & Mandarin, knowledge of additional languages is an advantage.
PC Literacy and good typing skills.
Proficiency in Microsoft Office applications
Must have a good command of spoken and written English and Chinese is essential.
A team player who is well organized and is able to work with minimum supervision.
Pays attention to details and have strong customer service skills.
Ability to think and respond quickly to last minute changes.
Be willing to work flexible hours, any day and any shift in correlation with business demands.
Well-groomed and professional disposition
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.

You agree that it is a condition of employment that you adhere to and abide by all rules, regulations, policies and procedures including without limitation the rules of conduct of the Company.It is encouraged that you are vaccinated when you apply for the role at Marina Bay Sands as this position will require you to interact with customers / patrons. If you are unvaccinated, the costs of additional COVID-19 tests required by the Company will be borne by you in your employment with Marina Bay Sands. If you are unvaccinated and are able to provide a medical doctor’s memo to certify that you should avoid COVID-19 vaccinations, you will not be required to pay for COVID-19 tests required by the Company. Your understanding and support is much appreciated.

Additional Information

Career LevelJunior ExecutiveQualificationPrimary/Secondary School/O Level, Higher Secondary/Pre-U/’A’ Level, Professional Certificate/NiTECYears of Experience1 yearJob TypeFull-TimeJob SpecializationsHotel/Restaurant, Hotel/Tourism

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