Job Description

:Job Number 24101915
Job Category Rooms & Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-ManagementJOB SUMMARYAssist Managers to ensure that daily operations are run smoothly. Ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures. Ensuring all GRAs are well trained and to be readily groomed for the next position.JOB DUTIES AND RESPONSIBILITIES * Ensure all Standard Operating Procedures and Local Operating Procedures are adhered to and carried out.

• Master all duties and responsibilities of a Guest Relations Agent and provide guidance and supervision while on shift.
• Manages internal and external phone calls. Receives and transfers calls to respective extensions and rooms.
• Assisting and providing General Information enquiries for callers.
• Ensure task(s) on checklists are completed by respective shift.
• Assisting guests with overseas / outgoing phone calls.
• Check and ensure that all tasks, including hand-overs from the prior shift, stated on the associate\'s daily operation checklists are completed before the end of each shift (Applies for all sections and including printing of reports required).
• Ensuring all guests\' complaints and feedback are raised and updated accordingly. Log daily incidents (where applicable) and be aware of general liability issues and if unclear, to check with Duty Managers, before any actions taken.
• First responder for Mobile Chat / Pre Arrival Request / CEC Cases / General Emails and also ensuring that the relevant goals and targets are met.
• Responsible for coaching and counseling of the GRAs. New hired GRA will be attached for the first 3 months and GRO will act as a \'Buddy\' to the new GRA.
• To supervise emergency and evacuation procedures.
• Additional task like the following:

- In charge of Upselling & Upselling Training for In-Room Dining / Rooms
- To provide department training daily for associates

• Maintain effective service in line with the Hotel\'s Corporate Image

- Company\'s Grooming Standard
- Standard Operation Procedures
- Departmental Policies
- Corporate Policies * To ensure and follow established procedures and compliance as per LSOP guidelines.

• Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor\'s Degree, Post Graduate Diploma, Professional Degree, any field.
• At least 2 year(s) of working experience in the related field is required for this position.
• Have experience in handling Call Centre Operations.
• Great communication & presentation skills.
• Proficient in problem-solving & follow-up skills.
• Customer-oriented, well organized & outgoing personality.
• Rotating shift work basis.
• Able to start work immediately or within short notice period.

We regret that only shortlisted applicants will be notified.Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of \xe2\x80\x9cWonderful Hospitality. Always.\xe2\x80\x9d by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that\'s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.JW Marriott is part of Marriott International\'s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you\'re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand\'s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you\'ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That\'s The JW Treatment\xe2\x84\xa2. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

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