Call Centre & Reservations Agent

CROWNE PLAZA CHANGI AIRPORT; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A prominent hotel in Singapore seeks a Call Centre & Reservations Agent to deliver exceptional guest experiences. Responsibilities include assisting with hotel reservations, processing inquiries, and resolving guest complaints. Candidates should possess at least ‘O’ Levels, have relevant work experience, and be proactive in addressing guests' needs. This role requires commitment to rotating shifts, including weekends and public holidays.

Benefits

Competitive salary

Uniform provided

Room discounts

Comprehensive training

Qualifications

• Able to commit to rotating shift hours including weekends and public holidays.
• At least 1 year of related work experience (fresh graduates welcomed).
• Motivated and committed, with a willingness to learn new skills.

Responsibilities

• Assist hotel guests with reservations and inquiries.
• Handle internal and external guest enquiries promptly.
• Upsell additional services to guests.
• Ensure guest satisfaction and follow up on complaints.

Skills

Proactive towards guests

Problem-solving

Knowledgeable about Singapore

Good communication

Education

Minimum ‘O’ Levels or equivalent

Job description

As a Call Centre & Reservations Agent, you’ll deliver exceptional guest experiences by handling hotel guest inquiries and room bookings through phone calls or emails promptly.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Assisting hotel guests in making hotel reservations, modifying or cancelling room bookings
• Processing hotel room reservations through various channels such as phone, email and online platforms etc
• Addressing guest concerns and providing information about hotel services, amenities and policies
• Upselling of additional services such as dining options, room upgrades etc
• Handling all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary
• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Call Centre Manager / Duty Manager
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery)
• Ensuring all guest requests and queries are responded to promptly and effectively
• Handling and delivering all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner
• Coordinating with relevant departments to ensure guest request is followed-up and ensures follow-up procedures are maintained
• Ensuring timely wake-up call services for hotel guests
• Handling payment transactions and ensuring compliance with payment policies
• Carrying out any other reasonable duties and responsibilities as requested by the Call Centre Manager

What we need from you

• Able to commit rotating working shift hours - Morning, Afternoon and Night Shift (5 days work week, 9.5hours per shift including 45 minutes meal break) over weekends and public holidays
• Be proactive towards guests and their request
• Minimum ‘O’ Levels or equivalent
• At least 1 year of related work experience (Fresh graduates are welcomed to apply too)
• Patient and responsible to solve all problems
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance
• Be knowledgeable about Singapore and places for business travellers/ tourists

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.