Capella Connects Executive (Reservations & Call Centre)

Capella Hotels and Resorts; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

Capella Hotels and Resorts in Singapore is seeking a Capella Connects Executive to manage guest inquiries and reservations. This role is fundamental in ensuring customer satisfaction through effective communication and service.

The ideal candidate should hold a diploma in Hotel Management and possess at least 1 year of related experience, with a strong knowledge of hotel systems. Responsibilities include handling in-room dining orders and ensuring reservations are processed efficiently.

Qualifications

• Minimum 1 year of experience in a similar capacity.
• Knowledge of hotel property management systems as well as extranets and central reservations systems.

Responsibilities

• Handle enquiries regarding hotel facilities and services.
• Process reservations via email and telephone.
• Anticipate guest needs and provide tailored responses.

Skills

Customer service

Communication skills

Attention to detail

Education

Diploma in Hotel Management or equivalent

Tools

Hotel property management systems

Central reservation systems

Job description

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
• 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