Job Summary

Concierge Team aims to create exceptional service experience for internal and external guests. Hotel Concierges coordinates and introduces the day to day concierge operations to ensure the highest level of service delivery to guests. He/she plans resources and allocates work tasks for instance; plan personalize itinerary for guest, execute special requests, coordinates concierge activities, handles operational irregularities and also play a fundamental role in engaging all guests and patrons to patronize the attractions and dining options in Marina Bay Sands. The most imperative aspect of being a Concierge is to be a role model with  the Hotel and exhibit the ability to truly delivering exceptional service experiences for all internal and external guests. Based on Job responsibilities, Concierge must be able to work with minimum supervision, a team player and have impeccable follow-through; and “Can-do” attitude and mindset.

Job Responsibilities

Accomplish Day to Day Operations

• 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
• Adhere to departmental and company policies
• 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.