Guest Service Agent - Front Office

About the Role

Join a high-performing front office team at Marina Bay Sands and deliver memorable guest experiences across arrivals, departures, lobby interactions, and guest service operations. This role blends hospitality, coordination, problem-solving, and operational control in a fast-paced luxury environment.

Key Responsibilities

You will be responsible for smooth day-to-day front desk execution, premium guest handling, and operational support across the guest journey.

• Set up the workstation at the beginning of each shift and ensure all required tools and materials are ready for use.
• Process guest check-ins according to service quality standards to support a strong arrival experience.
• Stay informed about ongoing promotions, local attractions, and major events so you can recommend suitable experiences to guests.
• Carry out lobby ambassador duties, including greeting arriving guests, directing them to the correct check-in or check-out area, and engaging them while they wait.
• Adjust quickly to changing situations while following company procedures and service expectations.
• Manage arrival and departure arrangements for gaming VIPs, including guests arriving by private jet and airport limousine.
• Oversee the arrival and departure process for non-gaming VIPs and limousine-arrival guests, including room allocation and meet-and-greet service.
• Coordinate group arrivals by liaising with organizers or tour leaders, assigning rooms, preparing keys, welcoming guests, and arranging wake-up calls and takeaway breakfast requests with relevant teams.
• Receive guest requests, route them to the right department when needed, and ensure proper follow-through.
• Handle incoming calls from guests and coordinate follow-up actions with the Command Centre.
• Address guest concerns and feedback, escalating matters to management when required.
• Manage check-out activities, including standard, express, and video check-outs.
• Assist with room assignment of clean rooms during the check-in process.
• Process cashiering tasks such as deposits, paid-outs, and foreign currency exchange.
• Handle hotel expense settlement for gaming VIP guests.
• Support night audit work, including date roll procedures and reconciliation of Front Office and Concierge cashiering transactions.
• Perform back-of-house support such as express check-out card settlements, guest billing queries, FCS requests, amenity arrangements, back-to-back reservation handling, and high-balance checks for in-house guests.
• Coordinate with Finance and Casino teams on past-dated account adjustments and credit card disputes.
• Track out-of-order and out-of-service room inventory in coordination with Facilities and Housekeeping.
• Manage future and same-day room allocation and inventory control.
• Operate manually when the property management system is unavailable.
• Promote guest room categories and hotel-operated food and beverage outlets, and help guests with bookings where needed.
• Work closely with other departments to support seamless service flow.
• Deliver consistently high service standards to guests and colleagues.
• Capture and update guest information, preferences, and history to improve personalization.
• Contribute ideas that improve guest experience and support revenue growth.
• Follow safety practices, including OSHA-related guidelines, and reinforce safe working behavior.
• Document and report incidents such as vandalism, fights, fire, abuse, and accidents to management.
• Monitor the front and back of house for suspicious activity and report concerns to Security.
• Respond appropriately during emergencies.
• Support only guest requests that are safe, lawful, and operationally reasonable.
• Build strong working relationships across teams and contribute positively to the OneMBS culture.
• Take initiative for ongoing learning and development.
• Mentor newly trained team members on front desk processes and procedures.
• Attend required departmental meetings.
• Review workflows and processes to improve productivity.
• Complete administrative tasks such as inventory tracking and report filing as assigned.
• Use supplies carefully to stay within budget and reduce waste.
• Contribute ideas aligned with company vision, mission, values, and guiding principles.
• Participate in sustainability initiatives that support green objectives.
• Carry out any other tasks assigned by management.

Requirements

• A qualification such as Nitec, Higher Nitec, Diploma, or Degree in hospitality or a related discipline is preferred.
• At least 1 year of experience in a similar role is required.
• Strong PC literacy with good typing ability.
• Basic knowledge of Microsoft Office applications.
• Good spoken and written English; additional language skills are an advantage.
• Strong attention to detail and customer service orientation.
• Independent, mature, careful, resourceful, and organized working style.
• Team-oriented with the willingness to support colleagues when needed.
• Reliable follow-through with a positive, can-do mindset.
• Availability to work any day and any shift.
• Neat grooming and a professional appearance.
• Strong guest relations and problem-solving ability.
• Good planning, execution, communication, and motivational skills.
• Ability to manage time effectively and meet attendance, policy, and procedural expectations.

Additional Information

Marina Bay Sands is committed to building a diverse, equitable, and inclusive workforce and offers equal opportunities as the business grows in Singapore. Team members are expected to follow company rules, regulations, policies, procedures, conduct standards, and business ethics.

Employment Details

This is a full-time, onsite position based in Singapore.

Work Style

The role requires flexibility to work across different days and shifts, including schedules that may vary based on operational needs.