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

SINGAPORE MARRIOTT TANG PLAZA HOTEL; Singapore; On-site; SGD 24,552 - 33,480; Full time

Job summary

SINGAPORE MARRIOTT TANG PLAZA HOTEL is looking for candidates to assist in ensuring smooth daily operations within the Call Centre. Responsibilities include managing telephone inquiries, handling guest requests, and ensuring accurate cash handling.

Ideal candidates should possess at least a Professional Certificate/NiTEC and have 1-2 years of relevant hotel experience. The role requires customer-oriented individuals who can manage cash transactions and adapt to various shifts.

Qualifications

• Candidate must possess a Professional Certificate/NiTEC in any field.
• 1-2 years of relevant working experience in Hotel's Call Centre.
• Ability to handle cash transactions meticulously.

Responsibilities

• Assist Supervisors and managers to ensure that daily operations run smoothly.
• Receive and transfer all calls to respective extensions and rooms.
• Ensure checklists are done accurately.

Skills

Customer-oriented

Cash handling

Hotel computer systems

Telephone etiquette

Education

Professional Certificate/NiTEC

Tools

Opera

Micros

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.