Minimum 4 years' experience in customer service / guest contact roles, preferably in a hospitality organization
Other Prerequisite
Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays
Possess a well-groomed, clean, and professional appearance.
Additional Information
WE TAKE YOU ABOVE BEYOND
Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.
Job Responsibilities
- Leading a team of outlet Host and Hostess.
- Greet each guest warmly. Be helpful, welcoming, and pleasant towards each Guest.
- Provide friendly, excellent service to all Guests by escorting them to their respective seats.
- Seat the guests in the restaurant according to designated rotation plans. Seat Guests evenly and fairly at
- various stations of the restaurant.
- Personalize each guest experience by using the guests' names where known. Acknowledge each special occasion where known. Pass on the relevant guest information to the Captains and Server Attendants.
- Thank Guests for patronizing the Restaurant as they leave.
- Understand the customer, who they are, their expectations and how to effectively manage their part of the overall service experience to ensure repeat custom.
- Have a good knowledge of the reservation system and its functionalities.
- Work with team members in service and food preparation to formulate new promotional ideas that would impact the revenues and profitability of the outlet. Review operating results with the team and identify opportunities to improve performance.
- On a regular basis, inspect table set-ups; check for cleanliness, neatness of the restaurant environment ensuring compliance with standards of cleanliness and order.
- Respond to guest comments, requests, and complaints in a timely and professional manner. Take personal responsibility to resolve issues.
- Responsible for maintaining and coordinating reviews, discipline, staff awards, flexi days, payroll, SRFs, etc.
- Approve the schedule and flexi day requests for the host/hostess team.
- Responsible for coordinating training TMs as needed.
- Maintain guest profiles and preferences accurately in the reservation system.
- Responsible for all reservations and enquiries to be attended to in tamely manner.
- Ensuring the team is updated regularly with changes of offering for the ALC, private dinning menus and beverage list.
- Prepare allocation plan in the reservation system according to the reservations received.
- Contact guests one day prior and on the day of the booking to confirm reservation.
- Communication with the manager and the chef of important information.
- Handling group reservation booking following company standard and SOP.
- Have comprehensive knowledge of the menu, ingredients, taste, appearance, and food preparation.
- Know the sequence of service as outlined in the service manual / handbook.
- Communicate any potential guest issues / complaints to the MOD and add to the respective logbook.
- Clean and always maintain physical work area and perform sidework duties as per the SOP.
- Maintain high grooming standard following Marina Bay Sands guidelines.
- Attend line-ups with other staff and review all information pertinent to the day's business.
- Anticipate, acknowledge, and respond promptly to guests' requests at all times.
- Be aware of guest reactions and communicate with superior and other service staff to ensure guest satisfaction.
- Maintain cleanliness and working conditions of departmental equipment, supplies, and work areas.
- Ensure all assigned closing duties are completed before signing out.
- Work to be part of a cooperative working climate, maximizing productivity and employee morale.
- Report to Manager on Duty work orders for maintenance and repairs to be submitted to Manager.
- Review status of assignments and any follow-up actions with Manager on Duty.
- Successful completion of the training/certification processes.
Job Requirements
Education & Certification
- Diploma/Degree in hospitality or related field preferred
Marinabaysands · Marina Bay Sands, Singapore