Job Description

Job Number 23169300
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Millenia Singapore, Marina Bay, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Essential Job Functions: * Maintain complete knowledge of:

• All hotel features/services, hours of operations
• All hotel restaurant food concepts, menu price range, dress code and ambiance
• All hotel room types, numbers/names, layout appointments, amenities and locations.
• All hotel room rates, special packages and promotions.
• Daily house count and expected arrivals/departures
• Scheduled daily group activities, names and locations of meeting/banquet rooms.
• Room availability status for any given day.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Ensure all Ladies and Gentlemen practice the three steps of service as outlined in the Ritz-Carlton Credo.
• Enlivening the Ritz-Carlton Gold Standard during every guest engagement
• Ensure that the grooming standards of all staff are impeccable.
• To ensure that all work areas are kept in a tidy and organized fashion and it must always be manned, ie: front desk, hostess stand, front entrance, etc.
• To personally handle guest opportunities and special requests and ensure that 100% of our guests have a wonderful and memorable say with us at The Ritz-Carlton, Millenia Singapore.
• To assist in follow up of all Guest Incident raised in Mystique.
• To continuously train staff with a focus on warmth, guest contact, system efficiency and training certification.
• Represent the General Manager in his absence.
• To attend to accidents, emergency and fire alarms in the hotel.
• Personally meet, greet, escort and fond farewell as many VIP, special attention and repeat guests as possible.
• Ensure that all \xe2\x80\x98relocated guests\xe2\x80\x99 are well taken care of and escorted to their new accommodation and brought back the following day.
• To ensure that vacant rooms are turned in a timely manner and amenities are delivered successfully prior to guest\xe2\x80\x99s arrival.
• The overnight MOD will perform the night audit process and reorganization of files.
• The overnight MOD will ensure that all public areas are cleaned and are kept in uncompromising level of cleanliness.
• Maintain a close relationship with the Front Office Manager and Assistant Front Office Manager to share concerns and improvements on the hotel at a large.
• Access all functions of computer systems according to established procedures and standards.
• Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Ensure Upsell records are accurately updated in spreadsheet and display at back office.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
• Process al guest check-in according to established hotel requirements:
• Confirm reservation in system and review all noted information.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the computer and generate a registrations card.
• Verify registration card information with guest.
• Obtain back-up information for guest; credit/payment method and input into system; collect cash when designated.
• Assign guestroom.
• Advise guest of any messages, mail, faxes, etc, received for them.
• Inform guest of room key procedures.
• Communicate services and amenities included in packages to guests on packages.
• Obtain guest signature on registration card.
• Introduce Guest Relations Officer to escort guest to their rooms
• Communicate to Bell Services to ensure luggage delivery to the room if any
• Collect guest preferences for all guests.
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
• Ensure all VIPs are communicated via walkie through the Rooms Division
• Accommodate room changes expediently.
• Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
• Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
• Accept and record wake-up call requests; communicate to Communications.
• Issue safe deposit boxes to guests and ensure security of keys.
• Block rooms in the computer and follow through on designated requirements.
• Ensure VIP rooms are blocked three days in advance
• Ensure VIP rooms arriving the subsequent day have the accorded preference
• Pre-register designated V3 guests and prepare key packets for Rooms Controller if necessary
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Check discrepancies on the room status that will be forwarded by Rooms Controller.
• Process all check\xe2\x80\x93outs according to established hotel requirements.
• Resolve any late charges. Ensure of accuracy of late charge being done and approve accordingly.
• Present folio to guest and resolve and disputed charges.
• Settle guest accounts following standards accounting procedures.
• Retrieve guestroom key form guest
• Enquire guest comments on their stay.
• Walk out of the desk to shake the guest hand and thank him for staying with us
• Ensure express checkouts are processed throughout the shift.
• Handle requests for late checkouts according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel procedures.
• Assist all departments /executives in obtaining appropriate information regarding groups, inventory and guest information.
• Adhere to all cashiering procedures:
• Process credit card transactions, special requests, and miscellaneous charges accordingly.
• Make changes for guests if and when necessary.
• Cash foreign exchange and travelers checks.
• Post charges.
• Settle room accounts
• Run ledger reports count float at end of shift
• Complete designated cashier reports
• Balance all transactions
• Drop media at Loss Prevention box
• Hand over cashier remittance to Loss Prevention
• Secure float
• Legibly document all events in MOD log
• Successful completion of the training/certification process.
• Perform any task assigned by any manager.
• Take down system and perform night audit functions as specified.
• Follow all company policies and procedures.

Secondary Job Functions: * Assist Front Desk, Bell Services and Guest Relations as assigned.

• Provide guestroom and hotel tours.
• Legibly document maintenance needs on work orders and submit to manager.
• Conduct KRA Sessions with Guest Services Agents.
• Participate in Quality Improvement Teams for the enhancement of hotel processes.
• Ensure Front Office Monthly Department Meetings are conducted.
• Submission of Good Ideas and WOW Stories

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.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world\xe2\x80\x99s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the \xe2\x80\x9cGold Standards\xe2\x80\x9d of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Marriott