Capella Connects Executive (Reservations & Call Centre)

Capella; Singapore; On-site; SGD 31,000 - 40,000; Full time

Job summary

Capella Singapore is seeking a Capella Connects Executive to handle guest inquiries about facilities and services, take in-room dining orders, and manage dining reservations via phone, email, and guest messaging hub. The role also secures and processes reservations to maximize occupancy using effective up selling.

You will process reservations by email, telephone, CRS referrals or from the sales/catering office, ensure confirmations, and coordinate with front desk and F&B teams to enhance guest

Qualifications

• Diploma in Hotel Management or equivalent.
• Minimum 1 year of experience in a similar capacity.
• Knowledge of PMS and central reservations systems and their functionalities.
• Strong communication and guest service skills.

Responsibilities

• Respond to guest inquiries about facilities and services.
• Handle in-room dining orders with accuracy and efficiency.
• Process hotel reservations via email, phone, CRS, or referrals.
• Input and retrieve guest data accurately in the system.
• Coordinate with relevant departments and promote hotel marketing programs.

Skills

Guest Services

Communication

Upselling

Phone etiquette

Education

Diploma in Hotel Management

Tools

PMS (Hotel Management System)

Central Reservation System

Job description

Position Overview

The Capella Connects Executive handles enquiries regarding hotel facilities and services, taking in-room dining orders, and dining reservations through phone call, emails and guest messaging hub. The individual also secure and process reservations for guest accommodations, maximizing hotel room rates and occupancy using effective up selling and suggestive selling methods.

The Role

Call Center Operations

• Provide responses while anticipating and recognizing individual guest needs
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Process in-room dining food orders with accuracy and efficiency
• Input and access data in computer with accuracy and efficiency
• Communicate pertinent guest information to designated departments/personnel
• Promote hotel marketing programs
• Provide responses while anticipating and recognizing individual guest needs

Hotel Reservations

• Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
• Prepare letters of confirmation
• Process cancellations and modifications and promptly
• Process and monitor advance deposits/prepayment on reservations
• Enter all room sales booking on a timely basis

Talent Profile:

• Minimum Diploma in Hotel Management or equivalent
• Minimum 1 year of experience in similar capacity
• Knowledge of hotel property management systems as well as extranets and central reservations systems and their functionalities