Call Centre Executive

MANDAI RESORTS PTE. LTD.; Singapore; On-site; SGD 25,000 - 36,000; Full time

Job summary

Mandai Rainforest Resort is seeking a Call Centre Executive to be the voice of the property, delivering warm, attentive service over the phone and ensuring guest satisfaction. You will handle guest inquiries, provide accurate information about services, coordinate requests with Front Office, Housekeeping and Concierge, and log interactions in the PMS.

This role requires hospitality experience, polished telephone etiquette, strong problem solving, and the ability to multitask in a fast-paced

Qualifications

• Experience in call centre or hospitality customer service.
• Polished telephone etiquette and engaging tone.
• Strong problem-solving skills and attention to detail.
• Ability to multitask in a fast-paced, service-driven environment.
• Proficiency with Opera property management system.

Responsibilities

• Answer inbound calls promptly and professionally.
• Log guest requests and coordinate with departments for timely follow-up.
• Assist with reservations, restaurant bookings, spa appointments and transport.
• Provide accurate information about resort services, facilities, and events.
• Maintain detailed logs of calls, requests, and resolutions in the PMS.
• Liaise with Front Office, Housekeeping, Concierge and other departments for seamless service.
• Uphold guest privacy and handle sensitive information with care.

Skills

Call center experience

Front office experience

Customer service

Telephone etiquette

Problem solving

Multitasking

Tools

Opera PMS

Call logging software

Job description

Main Duties and Responsibilities

As a Call Centre Executive at Mandai Rainforest Resort, you will be the voice of the property—creating exceptional first impressions and delivering warm, attentive service over the phone.

Your role is pivotal in ensuring that every guest interaction reflects the high standards and personalized care our brand is known for. You will handle a wide range of guest inquiries, coordinate requests internally, and provide accurate information to enhance the overall guest experience.

Key Responsibilities

• Answer inbound calls promptly and professionally.
• Provide accurate information about resort services, facilities, local attractions, reservations, dining options, and special events.
• Log guest requests (e.g., housekeeping, maintenance, in-room dining) and coordinate with relevant departments for timely follow-up.
• Assist with room reservations, restaurant bookings, spa appointments, and transportation arrangements as needed.
• Handle minor complaints or concerns with empathy and escalte issues when appropriate to ensure guest satisfaction.
• Maintain detailed logs of calls, requests, and resolutions using property management systems.
• Liaise closely with Front Office, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• Uphold guest privacy and handle sensitive information with care and professionalism.

Job Requirements

• Previous experience in a call centre, front office, or customer service role—preferably within the hospitality industry.
• Polished telephone etiquette and a warm, engaging tone.
• Strong problem‑solving skills with attention to detail.
• Ability to multitask in a fast‑paced, service‑driven environment.
• Proficient in property management systems (Opera) and call logging software.