Mondrian Singapore Introduction
A breaker of boundaries, the hotel is ideally placed between the mavericks of Chinatown and the makers of the CBD. Today, Duxton Hill is Singapore’s most up-and-coming neighbourhood, featuring barista cafes, world-class eateries and bars, art galleries and independent boutiques. Now Mondrian arrives at the top of that hill.
Job Description
Under the general guidance of the Guest Experience & Loyalty Manager or any other authorized by the management, serve as the main point of contact for all guest requests and needs. The Guest Relations employee must exhibit a professional, can do attitude while recognizing that customer satisfaction is of paramount importance.
How your day looks like?
- Have knowledge of Hotel, hotel staff, and hotel services, including the hours of operation for all departments involved in and in the surrounding areas: has a thorough knowledge of guestrooms including: location, views, amenities, features, types, etc.
- Able to give accurate directions and information regarding the immediate downtown and surrounding areas. Maintain and be familiar with a directory of information that contains, but is not limited to hotel and local information.
- Handle all guest comments, questions, complaints, requests and inquiries promptly and courteously, taking the necessary action steps and ensuring thorough follow through.
- Receive all internal and external calls in accordance of company standards.
- Telephone guests in accordance with their wake-up call requests, to prescribe standards, and to inform security of the guest does not answer their call.
- Manage and allocate guest requests.
- Enter guest requests into guest tracking system and maintain guest profiles.
- Input and keep updated guest messages within Property Management System.
- Ensure that guest names are used wherever possible.
- Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.
- Undertake and complete any special projects, related tasks or reasonable requests when required by Management.
- Familiarize yourself with the guests needs and requirements in order to ensure an efficient and friendly service.
- Record all equipment faults in the logbook and report to supervisor.
- Ensure that all incoming faxes/emails are marked with the guest’s name and room number and are delivered to the room promptly.
- Maintain and check telephone equipment daily, and report any necessary faults.
How do I deliver this?
- Tell it like it is- Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
- I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
Qualifications
Work Environment:
- High visibility and engagement in guest-facing areas.
- Flexibility to work evenings, weekends, and holidays as required by the operation.
Skills and Attributes
- Exceptional interpersonal and communication skills.
- Proactive and resourceful, with a strong ability to resolve challenges effectively.
- Detail-oriented with a passion for delivering unique guest experiences.
- Strong leadership capabilities, with the ability to inspire and motivate a team.
- Flexible and adaptable, with a forward-thinking and innovative mindset.
- Strong written and verbal communications in English; additional languages are a plus.
Education and Experience
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
- Minimum of 3 years in a guest-facing role within luxury hospitality, with supervisory experience.
- Familiarity with multicultural environments and experience serving high-profile clients.
Additional Information
