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.
