Up to date of internal promotions and be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore
Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up
Responds to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary
Be conversant with all areas of the Concierge and Guest Services department including supporting tagging at the Guest Services area during peak time
Be able to perform check-in and checkout processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in accordance with the established credit procedures. This includes ensuring that floats balance at the completion of each shift
Register guest in the Property Management System (OPERA). Record and update all pertinent data into guest folio as needed
Handles guest’s inquiries pertaining to tourist information and local community
Processes Concierge and Ticketing related requests
Competent to operate FCS system, Property Management System and ALICE Concierge to assist and process with guest requests
Be conversant with manual operations process during shutdown of property management system
Adapt to changes, implement and monitor concierge service to ensure adherence to organisational operating procedures and service standards
Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare and execute accordingly for Suite/VIP Guests

Perform Service and Operational Excellence

Recommend new ideas to enhance guest experience and revenue generation
Collect and update all guest personal information, preferences, practices and interests to ensure accurate guest profile and history in OPERA
Respond and review guest comments, requests and complaints and resolve in a timely and professional manner; take personal responsibility to resolve issues and identify how to minimize reoccurrences with various stakeholders

Apply Operational Risks

Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines
Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse and accidents
Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
Respond to emergency situations

Achieve Employee Engagement

Practice well-mannered and groomed as per company standard at all times
Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture
Self -Motivate for continuous learning and development

Involve in Documentation, Financial and report management

Attend scheduled departmental meetings as required
Review systems and processes for workflow and productivity improvement
Perform administrative duties such as inventory and filing of reports as required based on the assigned duty given within the Butler Team
Observe the usage of supplies to ensure that it’s within budget and minimize wastage
Contribute ideas in support of the company vision, mission, value and guiding principles
Actively involve to sustainability programmes to drive organisational green initiatives
Perform any other duties and responsibilities as and when assigned by Management

Job Requirements

Education & Certification

Secondary education preferred

Experience

Minimum 1 year experience in the same capacity

Other Prerequisites

Proven leadership skills and ability to operate independently
Good guest relation and problem solving skills
Good planning and execution skills
Ability to manage time, organize, good communication and motivational skills
Proficient in the use of Property Management System and all relevant property management systems
Basic knowledge in Microsoft Office applications
Candidates must have a good command of spoken and written English, and any additional language is an advantage
Pays attention to details and have strong customer service skills
Mature, meticulous, resourceful, organized and able to work independently
A team player and takes initiative to assist other Team Members when required
Have impeccable follow-through; and “Can Do” attitude and mindset
Be willing to work any day and any shift
Well-groomed and professional disposition

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.