At Your Service Agent (Call Centre)

SOUTH BEACH INTERNATIONAL HOTEL MANAGEMENT PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A hospitality management company located in Singapore seeks a Guest Service Agent to handle guest requests and inquiries across various channels. Responsibilities include operating the telephone switchboard, processing messages, and providing guests with information on amenities and services. Ideal candidates will have strong communication skills, be customer service-oriented, and able to work rotating shifts, including nights and weekends. The role emphasizes maintaining professionalism and guest satisfaction.

Qualifications

• Strong communication skills, both verbal and written.
• Ability to handle multiple tasks in a fast-paced environment.
• Experience in customer service is a plus.

Responsibilities

• Answer and process guest requests through various communication channels.
• Operate the telephone switchboard and manage wake-up calls.
• Log and relay guest messages accurately.

Job description

POSITION SUMMARY

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, and support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.
• Requires to work 3 rotating shifts (including night shift), weekends and public holidays.