Job Description

Job Number 23180698
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

JOB OVERVIEW

Responsible for developing and maintaining the acknowledgment of all Ritz-Carlton guests (to also include: VIP, repeat, long-stay and special occasion) visiting the property. Ensure all departments are aware of all guests\xe2\x80\x99 needs prior to arrival that will lead to a unique, memorable and personal stay. Creating loyal versus satisfied guests. Responsible for teaching and continuously energizing the Guest Recognition process throughout the hotel, including the use of Mystique to collect guest preferences.

Qualifications

Essential: * Bachelor\xe2\x80\x99s Degree

• Ability to clearly and pleasantly communicate in English (and/or primary language of hotel\'s location) with guests/visitors and coworkers in writing, by telephone, and in person.
• Strong ability to forge professional relationships with guests and co-workers.

Desirable: * Two years experience as a Guest Relations/Guest Recognition Supervisor in a luxury hotel.

• Office management or computer application skills.
• OPERA & GXP knowledge.
• Previous Front Desk Reservations and/or guest relations\xe2\x80\x99 experience

Skills

Skills: * Ability to focus and handle multiple tasks at the same time, while following through on details.

• Ability to work well under pressure and constant change, making quick and appropriate decisions
• Ability to ensure security and confidentiality of all guest information and pertinent property data.
• Ability to use time efficiently to prioritize and organize work.
• Ability to work successfully and productively with minimal supervision.
• Ability to maintain company standards and policies.
• Ability to motivate and recognize employees accordingly
• Ability to work cohesively with other departments and other team members
• Ability to professionally represent the hotel maintaining a warm, relaxed, yet refined demeanor with guests and co-workers.
• Ability to promote positive relationships with guests, using all types of communication
• Ability to interact and engage with all guests
• Ability to present information in front of groups (Guidance Team, Departmental Line-Ups, and Orientation) professionally, concisely and with enthusiasm
• Ability to maintain knowledge of hotel features and information, i.e. services, hours of operation, etc.
• Ability to understand and respond appropriately to guest inquiries and needs, while remaining calm and courteous and provide accurate and correct responses
• Ability to input and access data in computer and internet
• Ability to compute basic mathematical calculations
• Ability to sell/maximize the revenue of the hotel by selling/up selling products to special occasions guests.
• Ability to communicate clearly and accurately in all information disseminated to all departments
• Ability to compile the guest profiles efficiently and effectively.
• Ability to be flexible as our job changes
• Ability to work flexible hours, including weekends, holidays and evenings

Performance Contributions

Please note that you will be appraised using the Leadership Performance Process (LPP). * Individual Business & Function Goals

• Performance Contributions and Competencies:
• Leadership
• Managing Execution
• Building Relationships
• Generating Talent and Organizational Capability
• Learning and Applying Professional Expertise

Main Duties and Responsibilities

Essential Job functions: * Coordinate and manage efforts of the VIP Services department

• Energize the Guest Recognition process each day by, among other efforts, attending the relevant meetings, e.g. Rooms Division meeting, Staff meetings, Department Head Meeting and Departmental Line-up
• Teach and continuously energize the Guest Recognition processes and the importance of this throughout the property
• Look for ways to continuously improve the Guest Recognition process
• Create the daily VIP report
• Research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest.
• Contribute to the warm welcome and fond farewell process
• Continually maintain guest files in Opera/GXP; add preference, Guest Incident report, comment cards, special needs information appropriately in the system(s), delete stay-specific and unusable data
• Continually check Guest Preference collection daily and update in GXP
• Assist in preparation of welcome back notes/amenities for all VIPs and Repeat Guests.
• Note and coordinate compliance with guests\xe2\x80\x99 needs, requests, and personal preferences.
• Ensure proper recognition and preference delivery for all guests by the appropriate department
• Maintain all corporate programs such as BonVoy recognition program, Guardian angel, FAM5, Self-guided Art Tour etc.
• Manage and continuously update and make the relevant the different Guest Recognition processes in the hotel, i.e. VIP, Repeat guest program, Ambassador elite members, BonVoy elite program, Cobalt card, Stars Guest Program, etc.
• Use discretion when inputting guest incidents, comments, etc. with no negative comments.
• Energize the Guest Recognition process in daily contact with other departments.
• Assist in the implementation of Guest Recognition awareness programs and training to various departments.
• To communicate Corporate\xe2\x80\x99s monthly information to other departments.
• Problem resolution on Guest Incidents and/or opportunities.

SECONDARY JOB FUNCTIONS: * Research for more creative ideas in delivery of room decorations, surprise occasions for the honeymooners, celebrating anniversaries and proposals.

• Research for more creative ideas on different guest recognition programs
• Research for more details on visiting or repeat guests via the internet system.
• Campaign the right training to various departments on how to collect accurate & actionable preferences

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