Job Description

Job Number 23081202
Job Category Rooms & Guest Services Operations
Location Courtyard Singapore Novena, 99 Irrawaddy Road Novena, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact appropriate individual or department as necessary to resolve guest requests. Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests\' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

DUTIES AND RESPONSIBILITIES * Communicates to team members on departmental updates, issues and guest-related matters during pre-shift briefings.

• Manages the luggage storage rooms to ensure baggage is properly arranged and stored and that the environment is hazard-free.
• Handles baggage-related requests such as long-term/short- term storage, luggage repair and etc.
• Processes guest\xe2\x80\x99s request. In the event, if the request is not directly related to his/her area of capacity and the takes the initiative to forward it to the right department.
• Involves in the scheduling and rostering of Bell Captains and Bell Attendants.
• Assigns duties to Bell Captains and Bell Attendants during shift to ensure proper follow-ups.
• Identify the training needs of the Bell Desk and work with both the Front Office Manager and Human Resources to define training requirements.
• Ensures the quality standards are consistently met and exceeded in accordance with Courtyard Marriott guidelines.
• Ensures all Bell Desk Staff are familiar with the Hotel\xe2\x80\x99s product and as well as giving directions concerning the Hotel and simple Concierge Services (Giving directions using the City Map)
• Conduct internal audits and mentor all Bell Desk staff at least once every month.
• Keep up to date information for places to see, go and dine in the city of Singapore
• Assist in achieving on-going improvements in the quality of service delivered to both external and internal customers.
• Ensure fast, effective and friendly service is provided to internal and external guests at all times.
• Maintain a log of all errand runs and luggage that are in storage
• Organize the sorting and distribution of all hotel and guest mail, parcels and messages
• Performs any other duties and responsibilities as and when needed or assigned by the Higher Management.

TRAINING AND HUMAN RESOURCES

Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation. * Treat complaints of harassment and discrimination promptly and with confidentially.

• Treat customers and colleagues from all cultural groups with respect and sensitivity.

MISCELLANOUS * Ensure that all the standards and procedures established at the Courtyard by Marriott are reached successfully and permanently.

• Responsible for adhering to Courtyard by Marriott staff rules and regulations as detailed in the staff handbook.
• To be ready and responsible when assigned to perform any other duties or job functions as required by Executive and Senior Management.

HEALTH AND SAFETY * Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guest and employees
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

CONFIDENTIALITY * Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Marriott\xe2\x80\x99s Internet and Email policy

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

TO BE FULLY CONVERSANT WITH: * Hotel fire procedures

• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Marriott Appearance guidelines
• Marriott\xe2\x80\x99s vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long-term company marketing promotions

WHAT WE ARE LOOKING FOR

• Preferably 2 years experience in a similar role
• Customer oriented
• Able to multi task

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you\'ll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World\xe2\x84\xa2 at Courtyard by Marriott.

Marriott