Guest Experience & Reservations Specialist

Copthorne King's Hotel Singapore; Singapore; On-site; SGD 3,000 - 4,200; Full time

Benefits offered by this job

Flexible Benefit

Birthday Leave

Staff rates for F&B/Accommodation

Staff meals provided

Job summary

Copthorne King's Hotel Singapore is seeking a Reservations & Call Centre Executive to join our dynamic team. You will manage reservations, assist guests with inquiries, and coordinate with various hotel departments to ensure a seamless guest experience.

The role requires strong English communication, customer service skills, and experience with hotel management software. A professional, detail-oriented approach in a fast-paced environment is essential.

Qualifications

• Fluent English communication; customer-facing experience preferred.
• Proficiency with hotel management software (Opera/Fidelio).
• Strong interpersonal skills and ability to handle guest requests professionally.
• Accurate reservations, billing, and guest record maintenance.

Responsibilities

• Manage guest reservations via phone, email and online systems; ensure bookings are accurate and confirmed.
• Assist guests with inquiries on room availability, rates and packages; coordinate with Sales/Marketing for groups and VIPs.
• Handle guest calls and messages; relay wake-up calls, room service orders and information promptly.
• Coordinate with Housekeeping, F&B, Maintenance and others to ensure seamless guest experience.
• Ensure security of guest information and respond to guest concerns professionally.
• Upsell hotel services (rooms, dining, spa) and promote packages and loyalty programs during check-in or via communication.
• Perform other duties as assigned by Management.

Skills

English communication

Interpersonal skills

Attention to detail

Multitasking

Calm under pressure

Customer service

Tools

Opera Fidelio

Microsoft Office

Job description

Copthorne King's Hotel Singapore is seeking a Reservations & Call Centre Executive to join our dynamic team. You will manage reservations, assist guests with inquiries, and coordinate with various hotel departments to ensure a seamless guest experience.

The role requires strong English communication, customer service skills, and experience with hotel management software. A professional, detail-oriented approach in a fast-paced environment is essential.