Call Centre Executive

Banyan Tree Hotels & Resorts Pte Ltd; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

Mandai Rainforest Resort, part of Banyan Tree Hotels & Resorts, Singapore, is seeking aCall Centre Executive to be the voice of the property and deliver warm, attentive service over the phone. You will handle guest inquiries, coordinate requests internally, and provide accurate information to enhance the guest experience.

Role requires experience in hospitality customer service, polished telephone etiquette, strong problem‑solving abilities, and proficiency with Opera PMS and call logging

Qualifications

• 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.

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 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 with empathy and escalate issues when appropriate to ensure guest satisfaction.
• Maintain detailed logs of calls, requests, and resolutions using property management systems.
• Liaise with Front Office, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• Uphold guest privacy and handle sensitive information with care and professionalism.

Skills

Telephone etiquette

Customer service

Problem solving

Multitasking

Opera PMS

Call logging software

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.