Job Details

JOB SCOPE

• Provide luxury service by communicating to each guest in a thoughtful, tailored, and authentic manner; making each guest feel as they are the sole focus of your time.
• Meet or exceed all Marina Bay Sands Standards associated with the job role, to include Forbes and Luxury Hotel standards.
• Assist both in-house and external guests with the planning, and making of breakfast, brunch, lunch, and dinner reservations at one of Marina Bay Sand’s 14 signature restaurants.
• Processing all reservations requests accurately and with full details of what has been communicated between guest and yourself (Example: Special Requests, Food Allergies, Special Occasion, etc.).
• Assist both in-house and external guests with any revisions or cancellations to their dining reservations.
• Accurately respond to all restaurant inquiries received via telephone, email, or chat.
• Provide accurate up to date information on all resort food & beverage outlets menu offerings along with any promotions and/or special offerings that are available.
• Handle emergency situations in accordance with department and hotel guidelines.
• Deliver first call resolution, handle all inquiries and/or complaints in a professional and pleasant manner by applying logic and using departmental empowerment tools.
• Work to achieve and exceed individual and team Key Performance Indicators (KPI’s) set by management.
• Support other responsibilities as assigned by management.
• Conduct confirmation calls with next day arrivals.

JOB REQUIREMENTS

• Minimally GCE ‘O’ Level, Nitec or higher.
• Proficient in English; multilingual is strongly preferred.
• Excellent communication skills, both verbal and written; excellent telephone etiquette.
• Rotational shifts including public holidays and weekends depending on operation needs.
• Proven experience in hotel reservations, concierge, front of house food & beverage or customer service is an advantage.
• Customer centric attitude and works well under pressure.
• Stay composed when handling complaints and emergencies.
• Polite and confident with a great deal of patience.
• Ability to multi-task and comfortable with system applications and technology.
• High collaboration and adaptable to changes in a dynamic environment.
• Mature, meticulous, resourceful, organized, and able to work independently.
• Work is subjected to change to meet business/operational needs.
• Able to work in front of computer and sit for extended periods of time.