Hotel Reservations Executive

Job Responsibilities

• Provide luxury service by communicating to each guest in a thoughtful, tailored, and authentic manner; making each guest feel as they are the sole focus of your time.
• Understand guests' needs and provide them with personalized solutions.
• Meet or exceed all Marina Bay Sands Standards associated with the job role, including Forbes and Luxury Hotel standards.
• Assist both in-house and external guests with the planning and booking of reservations for Integrated Resort products and services (if assigned in Hotel Reservations) or making breakfast, brunch, lunch, and dinner reservations at one of Marina Bay Sands' 14 signature restaurants (if assigned in Restaurant Reservations).
• Process all reservation requests accurately and with full details of what has been communicated between guest and yourself (e.g., special requests, food allergies, special occasions).
• Assist both in-house and external guests with any revisions or cancellations to their reservations.
• Accurately respond to all inquiries received via telephone, email, or chat.
• Deliver a high-touch experience that aligns with the Company Service Strategy to all guests.
• Handle first-level complaints with a pleasant disposition.
• Exhibit agility to handle services and requests effectively and efficiently.
• Apply logic and high emotional intelligence in guest challenges and proactively discuss resolutions with a Manager on Duty.
• Provide accurate, up-to-date information on hotel events/activities or all resort food & beverage outlets menu offerings along with any promotions and/or special offerings available.
• Handle emergency situations in accordance with department and hotel guidelines.
• Deliver first-call resolution and handle all inquiries and/or complaints in a professional and pleasant manner by applying logic and using departmental empowerment tools.
• Work to achieve and exceed individual and team Key Performance Indicators (KPIs) set by management.
• Support other responsibilities as assigned by management.
• Conduct confirmation calls with next day arrivals.
• Be responsive to emergency situations according to company guidelines.

Job Requirements

Education & Certification

• Secondary education preferred.

Experience

• No experience required as training will be provided.

Other Prerequisites

• Proficient in English; multilingual is strongly preferred.
• Excellent communication skills, both verbal and written; excellent telephone etiquette.
• Rotational shifts including public holidays and weekends depending on operational needs.
• Proven experience in hotel reservations, concierge, front of house food & beverage, or customer service is an advantage.
• Customer-centric attitude and ability to work well under pressure.
• Stay composed when handling complaints and emergencies.
• Polite and confident with a great deal of patience.
• Ability to multi-task and comfortable with system applications and technology.
• High collaboration and adaptability to changes in a dynamic environment.
• Mature, meticulous, resourceful, organized, and able to work independently.
• Work is subject to change to meet business/operational needs.
• Able to work in front of a computer and sit for extended periods of time.

Marina Bay Sands is committed to building a diverse, equitable, and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies, and procedures, including the rules of conduct and business ethics of the Company.