Guest Service Agent - Front Office

About the Role

Join Marina Bay Sands and elevate your career in hospitality by collaborating with industry experts while delivering exceptional guest experiences. As a Guest Service Agent at our front office, you will contribute to seamless daily operations and ensure guests enjoy a memorable stay in Singapore.

Key Responsibilities

• Set up your workstation at each shift start, confirming that all equipment and materials are ready.
• Manage guest room registrations following service quality standards to maximize satisfaction.
• Stay informed about internal promotions, local community happenings, and key events to provide guests with tailored recommendations.
• Act as a lobby ambassador by warmly welcoming guests, guiding them to check-in/out points, and engaging them while they wait.
• Adapt promptly to operational changes and maintain adherence to procedures and service benchmarks.
• Coordinate arrival and departure logistics for Gaming VIPs, including private jet and limousine transfers.
• Manage Non-Gaming VIP and limousine visitor arrivals, handling room assignments and greetings.
• Organize group arrivals through communication with organizers, manage room keys, welcome guests, and liaise with catering and wake-up services.
• Respond to guest requests or redirect appropriately to other departments, ensuring follow-up.
• Field guest inquiries via phone and coordinate with the Command Centre for resolution.
• Address guest concerns and feedback professionally, escalating issues when necessary.
• Process room checkouts, including regular, express, and video options.
• Assist fellow Guest Service Agents with clean room assignments during check-ins.
• Conduct cashiering tasks such as deposits, payouts, and currency exchange.
• Manage financial settlements for Gaming VIPs.
• Perform night audit duties including the date roll and reconciliation of cash transactions.
• Handle back-of-house responsibilities such as credit card settlements, billing inquiries, guest service requests, reservations, and credit checks.
• Collaborate with Finance and Casino teams on guest account adjustments and disputed transactions.
• Oversee room inventory status and communicate with Facilities and Housekeeping for maintenance and availability.
• Control future and same-day room assignments and inventory management.
• Maintain proficiency in manual operations during property management system downtimes.
• Promote various guest room categories and MBS dining outlets, assisting with reservations when needed.
• Liaise closely with departments to ensure smooth, integrated guest experiences.

Service and Operational Excellence

• Consistently deliver outstanding customer service to guests and colleagues.
• Gather and maintain guest personal information, preferences, and history for personalized service.
• Propose innovative ideas to enhance guest satisfaction and boost revenue.

Operational Risk Management

• Observe and uphold safety guidelines according to OSHA standards.
• Report and document incidents requiring management attention, including safety or security issues.
• Monitor premises for suspicious behaviors or items and notify Security as needed.
• Respond appropriately to emergency situations.
• Address guest needs ensuring safety, legality, and financial prudence.

Employee Engagement

• Exhibit enthusiasm and positive relationships through the OneMBS culture.
• Motivate continuous professional development and learning.
• Mentor new team members in front desk operations post training.

Documentation, Financial and Report Management

• Participate actively in departmental meetings.
• Review and improve workflows and productivity.
• Handle administrative tasks including inventory management and report filing.
• Monitor supply usage to stay within budget and reduce waste.
• Contribute ideas aligned with company values and sustainability initiatives.
• Support green programs and organizational environmental efforts.
• Perform additional duties as assigned by Management.

Qualifications and Requirements

• Preferably possess Nitec, Higher Nitec, Diploma, or Degree in hospitality or related fields.
• At least one year of experience in a similar front office role.
• Competent with PC usage and typing skills.
• Basic proficiency in Microsoft Office applications.
• Strong spoken and written English skills; additional languages are a plus.
• Detail-oriented with excellent customer service abilities.
• Mature, organized, resourceful, and able to work independently.
• Team-oriented with a proactive attitude to help colleagues.
• Consistent follow-through with a positive, can-do mindset.
• Willingness to work any day or shift.
• Well-presented and professional demeanor.
• Good skills in guest relations, problem-solving, planning, communication, and motivation.
• Ability to manage time effectively and follow attendance and company policies.

Diversity Commitment

Marina Bay Sands values diversity, equity, and inclusion, providing equal opportunities as we expand our talent in Singapore. Our team abides by company rules, including ethical conduct and compliance with internal policies.