Guest Experience Expert (Concierge, i-Job Program)

JOB SUMMARY

Responsible for the day-to-day services of the Concierge and Bell operations. Ensuring satisfaction and comfort of all guests, and also keeping up of the desk area. The Concierge is also responsible for ensuring all Bell associates conduct their work ethically and with integrity. The Concierge should also be fully aware of and acts in accordance to the Hotel’s standards and the Brand Standards. 

JOB DUTIES AND RESPONSIBILITIES

1. Supervise and control the activities of the Bellman and Doorman.

2. Maintain the cleanliness and the condition of the Marriott and Singapore’s flag and report abnormalities to FOM / AFOM / DM.

3. Perform daily Concierge and Bell Service duties which includes, but not limited to:

• Welcoming and greeting guests with a smile and positive attitude,
• Providing hotel guests with information about local attractions,
• Providing hotel guests with reservations-making at restaurants and attractions,
• Providing hotel guests with information about services and facilities of hotel,
• Assisting hotel guests with ground transportation arrangements,
• Liaising with transport vendor in case of discrepancies,
• Escort arriving and departing guests in a pleasant and respectful manner,
• Delivery of packages and luggage for internal and external guests,
• Maintains short-term and long-term luggage storage,
• Reviewing daily movement logs for abnormalities,
• Responding to internal and external e-mails and tele- enquiries using appropriate etiquette and professionalism,
• Reviewing the local events and happenings in the city and sharing internally and with guests.

4. Ensure all storage items are recorded, and tags are issued accordingly.

5. Attend daily briefing and 15 minutes training.

6. Ensure to submit monthly training calendar to FOM and to conduct daily 15 minutes training for Bell associates.

7. Maintain good and consistent co-ordination with Front Desk and At-Your-Service teams to facilitate the delivery of the guest luggage, room changes, and all ad-hoc duties.

8. Ensure function sheet displayed on notice board is updated.

9. Maintain cleanliness and order at the Concierge Counter, Bell Stand, and hotel lobby.

10. Ensure equipment used for daily operation are handled with care and all trolleys are polished nightly.

11. Understand the hotel’s safety features and procedures.

12. Ensure all bell service associates to provide service with a smile and to speak to the guests in a warm and friendly manner.

13. Maintain effective service in line with the Hotel’s Corporate Image

• Company’s Grooming Standard
• Standard Operation Procedures
• Departmental Policies
• Corporate Policies

14. Cash/Bank Handling

• Process all payment methods in accordance with Accounting procedures and policies.
• Follow property control audit standards and cash handling procedures (e.g., blinddrops).
• Count bank at end of shift, complete designated cashier reports, resolve any
  discrepancies, drop off receipts, and secure bank.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, and
  resource materials; and maintain cleanliness of workstation at all times.

15. To ensure and follow established procedures and compliance as per LSOP guidelines.

16. Any other duties as may be assigned from time to time.

 

JOB REQUIREMENTS

• Minimum qualification of GCE 'N' level
• 1-2 years of relevant working experience in Hotel's Concierge / Bell Captain / Senior Bellman / Bellman. No relevant experience are welcomed too.
• Integrated-Job (i-Job) program: Rotating to various sections of Front Office such as Front Desk, Call Centre, Bell & Executive Lounge.
• Able to handle cash transactions meticulously.
• General knowledge of Singapore city.
• Great communication & interpersonal skills.
• Great teamwork.
• Able to start work within short notice period.

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.