Guest Services Expert, Marriott Bonvoy

Marriott Bonvoy

Location:
Singapore, Singapore

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Provide exceptional guest services by addressing and processing guest calls, requests, and concerns with professionalism. Operate communication equipment, follow company policies, and maintain service quality standards. Welcome and assist guests while supporting team goals.

Job Responsibility:

Answer, record, log, and process all guest calls, requests, questions, or concerns
Respond to special requests from guests with unique needs
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Dispatch bell staff or valet staff as needed
Welcome and acknowledge all guests according to company standards
Anticipate and address guests’ service needs
Thank guests with genuine appreciation
Support team to reach common goals
Perform other reasonable job duties as requested by Supervisors

Requirements:

Answer, record, log, and process all guest calls, requests, questions, or concerns
Operate telephone switchboard station
Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
Advise guest of any messages received
Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
Receive, record, and relay messages accurately, completely, and legibly
Activate/deactivate guest room message lights as appropriate
Instruct guests on how to access the internet
Transfer guests with problems to provider's customer support line
Test communications equipment to ensure it works properly
Respond to special requests from guests with unique needs
Contact appropriate individual or department as necessary to resolve guest call, request, or problem
Follow up with guests to ensure their requests or problems have been met to their satisfaction
Dispatch bell staff or valet staff as needed
Follow all company policies and procedures
Report accidents, injuries, and unsafe work conditions to manager
Ensure uniform and personal appearance are clean and professional
Maintain confidentiality of proprietary information
Protect company assets
Welcome and acknowledge all guests according to company standards
Anticipate and address guests’ service needs
Assist individuals with disabilities
Thank guests with genuine appreciation
Speak with others using clear and professional language
Answer telephones using appropriate etiquette
Develop and maintain positive working relationships with others
Support team to reach common goals
Comply with quality assurance expectations and standards
Stand, sit, or walk for an extended period of time
Enter and locate information using computers and/or POS systems
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Perform other reasonable job duties as requested by Supervisors

What we offer:

Equal opportunity employer
Non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law
Opportunity to belong to an amazing global team

Additional Information:

Job Posted:
July 24, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Services Expert