Job Description

An exciting opportunity has arrived at The Garcha Group, Singapore\xe2\x80\x99s boutique hotel group currently with the following hotels:

• Maxwell Reserve, Autograph Collection Hotel (Marriott);

• Duxton Reserve, Autograph Collection Hotel (Marriott);

• The Vagabond Club, a Tribute Portfolio Hotel (Marriott);

• The Serangoon Club, a Tribute Portfolio Hotel (Marriott).
  

• As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.

• As an associate of a Marriott hotel, you have access to the \xe2\x80\x9cGlobal Learning + Development\xe2\x80\x9d tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)

• Comprehensive Health Insurance Plan with Raffles Insurance with the option to upgrade at subsidized corporate rates.

• 2 nights yearly staycation including all meals and beverage (incl. alcoholic) in any of the 4 Garcha Group hotels in Singapore.

• 2 nights yearly staycation including all meals and beverage (incl. alcoholic) in any of the 4 Garcha Group hotels in Singapore.

• 20% off Food & Beverage at all Marriott & Garcha Group restaurants and bars.
  

• As the Guest Experience Executive, you will be responsible for performing the following tasks to the highest standards:

• Be the brand ambassador of hotel, providing a positive \xe2\x80\x9cfirst impression\xe2\x80\x9d while guests walk-in to the hotel.

• Create a \xe2\x80\x9cWOW\xe2\x80\x9d experience of guests by deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations

• Proactively greet guests at arrival lobby, providing direction, escort guest to the destination, responding with appropriate actions & provide accurate information such on outlet operating hours, on-going promotions, special VIP programs, events, etc.

• Serve as the main point of contact for VIP guests & ensure hotel departments are fully briefed on VIP Guest.

• Drive departmental objectives for self and team, and work together to achieve the department goal and KPIs accordingly.

• Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys.

• In Room check in \xe2\x80\x93 Meet and greet guest, complete check in in the room, confirming room rates and obtain valid method of guarantee.

• Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys.

• Ensure that guests are informed on hotel facilities and room features and luggage is delivered in a prompt manner.

• Manage queue at the desk and assist with the arrivals and offer express check out for departing guest at the front desk when required.

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.

• Promptly answer the telephone inquiries, inputting messages into the reservation and advise other team members on special guests\xe2\x80\x99 needs.

• Retrieve messages and communicate the content to guests, retrieving mail, packages and/or other special items for guests as requested.

• Remain calm and alert especially during emergency situations and heavy hotel activity by comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.

• Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Guest Experience Manager/ Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.

• Maintain awareness of guests\xe2\x80\x99 profiles and specific preferences, ensuring that they are acted upon for each reservation.

• Coordinate with relevant departments to arrange in-room amenity set-ups according to VIP level and for special occasions \xe2\x80\x93 i.e. Birthdays and Honeymoon and etc.

• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.

• Keeping up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.

• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.

• Ensure that all reporting and servicing deadlines are met on a timely basis.

• Carry out any other reasonable duties and responsibilities as assigned.