Guest Experience Expert (Call Centre, i-Job Program)

SINGAPORE MARRIOTT TANG PLAZA HOTEL; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prestigious hotel in Singapore is seeking a dedicated Call Centre Agent to assist in managing telephone operations and enhancing guest experiences. The role involves responding to enquiries, managing guest requests, and maintaining call logs in accordance with established procedures. Ideal candidates should possess a Professional Certificate/NiTEC and have strong customer service skills, with cash handling experience preferred. Join a dynamic team and contribute to delivering exemplary hospitality.

Qualifications

• 1-2 years of relevant experience in a Hotel's Call Centre is preferred.
• Ability to handle cash transactions meticulously.
• Willingness to work rotating shifts including overnight.

Responsibilities

• Assist Supervisors and managers to ensure smooth daily operations.
• Handle all telephone enquiries professionally.
• Manage incoming calls and messages for guests.
• Monitor and conduct morning calls for guests.
• Ensure effective service aligns with Hotel’s Corporate Image.

Skills

Customer-oriented

Cash handling

Telephone etiquette

Technical proficiency (Opera, Micros)

Education

Professional Certificate/NiTEC

Job description

Job Summary

Assist Supervisors and managers to ensure that daily operations are run smoothly. Ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures. Attend to guests’ morning calls and other requests.

Job Duties and Responsibilities

1. Manages the console (e.g. DND, busy verify lines).
2. Receives and transfers all calls to respective extensions and rooms.
3. Assisting and providing information for all callers.
4. Take down messages for guests.
5. Ensure checklists are done accurately.
6. Monitoring all the telephone printers – for wake up calls.
7. Assist to carry out emergency and evacuation procedures.
8. Responsible for morning calls
9. Take down and programme morning calls.
10. Ensure all morning calls are answered.
11. Update the Back Office information white board.
12. Monitor the contingency reports every hour.
13. Maintaining an updated telephone extension list.
14. Assisting guests with outgoing phone calls.
15. Assisting guests with new reservations after office hours.
16. Ensuring all guests’ complaints and feedback are recorded in Empower (GXP).
17. Maintain effective service in line with the Hotel’s Corporate Image
    - Company’s Grooming Standard
    - Standard Operation Procedures
    - Departmental Policies
    - Corporate Policies

18. Cash/Bank Handling

• Process all payment methods in accordance with Accounting procedures and policies.
• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
• Transport bank to/from assigned workstation, following security procedures.
• Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.

19. To ensure and follow established procedures and compliance as per LSOP guidelines.

20. Any other duties as may be assigned from time to time.

Job Requirements

• Candidate must possess at least a Professional Certificate/NiTEC in any field.
• 1-2 years of relevant working experience in Hotel's Call Centre. No relevant experience are welcomed too.
• Integrated-Job (i-Job) program: Rotating to various sections of Front Office such as Front Desk, Concierge, Bell & Executive Lounge.
• Able to handle cash transactions meticulously.
• Able to work with hotel's computer system (e.g. Opera, Micros, etc).
• Customer-oriented.
• Able to perform rotating shift duties including overnight.
• Able to start work within short notice period.