Guest Experience Expert (Front Desk, i-Job Program)

About the role

JW Marriott in Singapore is hiring a Guest Experience Expert for its i-Job program, a rotating position across the front office (Front Desk, Concierge, Bell & Executive Lounge). The role goes beyond simple check-in and check-out: it guides guests through their entire stay, handles guest requests and reports, and keeps transactions part of the guest experience. The position is full-time and non-management.

Key responsibilities

• Guest relations: greet guests warmly, anticipate their needs, answer queries and resolve issues, and update guest preferences on the PMS and GXP platforms.
• Guest services: liaise with concierge and other departments, manage public technology, assist with luggage, escort guests to their rooms, arrange transport and upsell spa, restaurant and bar facilities.
• Check-in and check-out: confirm reservations, verify identity and payment, assign rooms, process express check-outs and settle accounts.
• Cash handling: process payments, count the bank at the end of the shift, follow audit standards and keep the bank secure.
• Reporting: run daily arrival/departure and credit card reports, review shift logs and prepare contingency lists.
• Other duties: answer phones, give directions, tag and store luggage, follow quality assurance, safety and security procedures, and comply with company policies.

Required profile

• At least a Professional Certificate or NiTEC in any field.
• 1-2 years of relevant experience in a hotel front office; no relevant experience is also welcomed.
• Able to handle cash transactions carefully and to work rotating shifts including overnight.
• Customer-oriented and able to work with hotel computer systems such as Opera and Micros.