Guest Services Agent, Concierge

Position Overview

The Guest Services Agent at Westin Hotels & Resorts in Singapore is responsible for assisting guests with special requests such as transportation, reservations, and recommendations, ensuring the Concierge desk is constantly attended. This role involves providing comprehensive information about the hotel amenities and local events, managing guest communications, and collaborating with hotel departments to resolve issues efficiently.

Key Responsibilities

• Fulfill guest requests for various services by making appropriate arrangements or connecting with suitable providers.
• Maintain continuous staffing at the Concierge desk to assist guests promptly.
• Handle unique guest requests and ensure their satisfaction through timely follow-ups.
• Provide detailed information about the property, surrounding attractions, special events, and activities available to guests.
• Manage guest calls, messages, and inquiries, ensuring accurate recording and timely responses.
• Coordinate with relevant departments such as Bellperson and Housekeeping to address guest needs and resolve concerns.
• Update and review shift logs and daily memo books to relay essential information.
• Monitor the club lounge for guest seating capacity, service quality, safety, and overall guest comfort.
• Inform guests about the Marriott Bonvoy Loyalty Program benefits.
• Report any accidents, injuries, or unsafe conditions and participate in safety training.
• Adhere strictly to company policies, maintain a clean and professional appearance, safeguard confidential information, and protect hotel property.
• Welcome guests warmly, anticipate and address their needs, including assistance for guests with disabilities, and show genuine appreciation.
• Communicate clearly and professionally in person and via telephone, ensuring proper etiquette and accuracy in documentation.
• Foster positive working relationships with colleagues to achieve shared goals and support team dynamics.
• Comply with all quality assurance standards and expectations.
• Be physically capable of standing, sitting, or walking for extended periods and handling items weighing up to 10 pounds without help.
• Carry out additional duties as assigned by supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• No prior related work or supervisory experience required.
• No licensing or certification mandatory.

Additional Information

Work location is 12 Marina View, Singapore. This is a non-management, full-time role requiring onsite presence. The employer is committed to equal opportunity employment and fosters a diverse, inclusive workforce. They emphasize employee well-being, encouraging associates to engage in wellness practices both on and off the premises, aligning with Westin’s mission to be the leading wellness brand in hospitality.