Front Office - Guest Services Agent

Role overview

This position sits within the Rooms and Guest Services Operations team at The Ritz-Carlton in Marina Bay, Singapore. It is a non-management, full-time front office role focused on shaping a guest stay that feels seamless, personalized, and memorable. Rather than simply handling check-in and check-out, the role is about creating an elevated guest journey through attentive service, local knowledge, and proactive support.

The Guest Services Agent is expected to take ownership of guest-facing tasks across the stay, handling operational needs, resolving requests, preparing reports, and helping guests discover the best of the local area. The role requires a hands-on approach and the ability to move around the work area to respond quickly and professionally to guest needs.

Key responsibilities

You will manage front desk and guest service tasks that support smooth daily operations and a consistently high-quality guest experience.

• Handle cash responsibly, follow security procedures for the cash drawer, and remain alert to counterfeit currency controls.
• Follow check-in and check-out procedures for all reservation types.
• Share accurate information about the property’s services, facilities, opening hours, layout, and activities.
• Operate, organize, and reconcile the cash register while ensuring the bank balance remains correct.
• Apply reservation rules for cancellations, guarantees, deposits, wait lists, changes, and exceptions.
• Use key-programming equipment to issue electronic employee keys.
• Allocate and block rooms according to arrival/departure patterns and special requests.
• Log and process wake-up calls.
• Provide directions and recommendations for local attractions, events, restaurants, entertainment, and places of worship.
• Answer departmental calls promptly and use proper telephone etiquette.
• Set up the workstation with required supplies and keep the area clean throughout the shift.
• Verify credit arrangements for check-in reservations using card, cash, or deposit where needed.
• Understand and follow safety deposit box procedures.
• Complete all tasks listed on the night shift and day shift checklists by the end of each shift.
• Carry out assignments given by managers.
• Support Concierge, Reservations, and Business Centre inquiries.
• Record maintenance issues clearly on work orders and send them to the manager.
• Participate in monthly department meetings and other Front Office meetings.
• Take part in QIT activities and submit good ideas and “wow” stories.

Work standards and physical requirements

Success in this role also depends on maintaining a safe workplace, following company policies and procedures, protecting confidential information, safeguarding company assets, and presenting yourself professionally at all times.

The job requires standing, sitting, and walking for extended periods, as well as handling physical tasks such as lifting, carrying, pushing, pulling, and placing items weighing up to 10 pounds without assistance.

Preferred qualifications

A high school diploma or GED equivalent is preferred for this position. No prior related work experience is required, and no supervisory background or license/certification is needed.

Employer values

The employer is an equal opportunity organization that values a diverse workforce and is committed to fair access to opportunity regardless of disability, veteran status, or other legally protected characteristics. The brand emphasizes luxury hospitality, service excellence, and the delivery of the Gold Standards through creativity, care, and professionalism.

Additional information

• Job number: 26059718
• Job category: Rooms & Guest Services Operations
• Location: Marina Bay, Singapore, Singapore, 39799
• Schedule: Full Time
• Remote work: No
• Position type: Non-Management