Additional Information

Job Number26039718

Job CategoryRooms & Guest Services Operations

LocationThe Ritz-Carlton Millenia Singapore, Marina Bay, Singapore, Singapore, Singapore, 39799 VIEW ON MAP

ScheduleFull Time

Located RemotelyN

Position Type Non-Management

Position Summary

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

Guest Services Agent (Job Specific)

Follows all policies and procedures related to handling money and maintaining the security of the cash drawer (e.g., where to keep bills during a transaction, knowledge of procedures to check counterfeit currencies, who has access to the cash drawer, securing the drawer)
Follows all check-in/out BSA procedures for every type of reservations
Accurately relays property services, amenities, hours of operation, layout, and activities to employees
Operates, organizes, and balances a cash register and ensures that bank is accurate
Executes all property reservation policies related to cancellations, guarantees, deposits, wait lists, changes, and exceptions
Operates key machines to program electronic employee keys
Blocks and coordinates room assignments based on arrival and departure patterns and special requests
Documents and processes wake-up calls
Stays aware of and provides directions/maps to local area activities, events, restaurants, entertainment venues, and houses of worship
Answer department telephone within 3 rings, using correct verbiages and telephone etiquette
Set up work stations with necessary supplies; maintain cleanliness throughout shift.
Establish sufficient credit for all check-in reservations (credit card/ cash/ deposit)
Be familiar with safety deposit box procedures.
Ensure that all shift duties outlined on the Night shift checklist are completed at the end of the shift.
Ensure that all shift duties outlined on the Day shift checklist are completed at the end of the shift.
Perform any task assigned by any manager.
Assist Concierge, Reservations and Business Centre queries.
Legibly document maintenance needs on work orders and submit to manager.
Assist Concierge, Reservations and Business Centre queries.
Participate in Monthly Department Meeting.
Actively participation of QIT.
Attend other meetings that involve Front Office operations.
Submission of Good ideas & Wow stories
Offers a warm and sincere greeting to each guest using the guest's name
Anticipates and fulfills the needs of each guest
Offers a fond farewell to each guest using the guest's name
Provides service experiences to guests that foster strong relationships and create Ritz-Carlton guests for life
Responds to guests expressed and unexpressed needs by having Radar On and Antenna Up
Uses available resources to create unique and memorable experiences for guests
Demonstrates an understanding of how their work performance helps accomplish The Ritz-Carlton business objectives (e.g., Success Factors, Community Footprints, The Ritz-Carlton Mystique)
Seeks out and acts on opportunities to innovate and improve The Ritz-Carlton experience for guests
Immediately takes ownership of guest problems and resolve[s] them quickly
Creates a work environment of teamwork and lateral service to meet both guest and employee needs
Takes advantage of opportunities to learn and grow on the job
Plays an active role in planning the work that affects them
Adheres to all standards of professional appearance, language, and behavior
Protects the privacy and security of guests, fellow employees, and the company's confidential information/assets
Creates a clean, safe, and accident-free environment
Follows through to confirm that problems/issues were resolved in a satisfactory way
Understands, promotes, and demonstrates actions consistent with company safety and security policies and procedures
Surfaces issues, problems, and opportunities for improvements
Decides on correct course of action to resolve problems
Acquires and applies new knowledge and skills to the job
Obtains information from different sources to determine cause of issue or problem
Develops alternatives to resolve problems or issues
Develops and sustains positive relationships with managers and coworkers
Treats others with respect, kindness, and dignity
Shows understanding and respect for the differences among individuals on the team and other departments (e.g., different ideas, capabilities, and/or cultural perspectives)
Takes time to listen to and address the needs of others
Is approachable and cooperative with others
Helps others with their work to ensure team objectives are met
Completes job tasks without the need for much supervision
Adapts to new, changing, or challenging situations while keeping up with job performance
Maintains a calm and professional manner when facing high pressure and time-sensitive situations
Interacts effectively with others when faced with challenging situations
Adjusts behavior appropriately when faced with challenging or difficult working conditions
Attends to small details and accuracy of work
Coordinates activities and manages time to maximize productivity
Understands and orders priorities based on importance
Performs many work tasks at the same time effectively
Avoids being sidetracked by unnecessary distractions
Comprehends communication from others
Asks questions to ensure understanding
Communicates clearly and politely when speaking
Listens attentively to speaker
Maintains a positive, upbeat, and professional manner around all guests and co-workers
Demonstrates confidence and professionalism in vocabulary, posture, etiquette and personal appearance
Complies with dress/uniform and brand grooming standards
Maintains personal hygiene and cleanliness at work
Upholds company ethics standards and complies with all laws, policies, and procedures pertinent to the property

Preferred Qualifications

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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's 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 Gold Standards 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.

Front Office - Guest Services Agent