Job Description

Job Number 23048373
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

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. DUTIES AND RESPONSIBILITIES

• Register hotel guest into the system with emphasis on fulfilling guest request, following necessary handling instructions and to establish credit policies and procedures
• Work closely with Housekeeping to ensure that special requests are met and follow up accordingly
• Check guest out of the Hotel in accordance to the procedures; make billing changes, post charges accordingly
• Ensure all guests complains are heard and reported to Guest Services Supervisor.
• Understand Marriott Brand Standards Audit (BSA) and to ensure consistency in executing the task as per SOPs
• Must be ready for new tasks given by Supervisors or Managers
• Must know minimum the basics of Marriott Rewards
• Must be confident to upsell rooms

Other Functions

• Maintain effective communication with other departments
• Participate in team and department meetings to share and learn about new procedures, information, special events etc
• Work as a team, helping other colleagues to complete necessary activities in ensuring all guest expectations are met and delivered
• Provide quality service to the guest by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Carry out reception duties as required
• Any other duties as may be assigned from time to time

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Training and Human Resources

• Ensure wherever possible that employees and customers are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.

Miscellaneous

• 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, Senior Management or Assistant Manager.

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 guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

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.

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.

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