Capella Connects Executive (Reservations & Call Centre)

Capella Hotel Singapore; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A luxury hotel in Singapore is seeking a Capella Connects Executive to manage guest inquiries and reservations effectively. The role involves handling phone, email, and messaging requests while ensuring prompt service and maximizing occupancy through upselling techniques. Candidates should have a diploma in Hotel Management and at least one year of relevant experience, along with knowledge of hotel management systems. This position will be fundamental in enhancing guest experiences.

Qualifications

• Minimum 1 year of experience in a similar capacity.
• Knowledge of hotel property management and reservation systems.

Responsibilities

• Handle inquiries regarding hotel facilities and services.
• Process in-room dining orders and guest reservations.
• Provide accurate and timely responses to guest requests.

Skills

Guest interactions

Upselling and suggestive selling

Data accuracy

Education

Diploma in Hotel Management or equivalent

Tools

Hotel property management systems

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 upselling 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

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