Guest Support Executive

LAGUNA HOTEL HOLDINGS PTE. LTD.; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

LAGUNA HOTEL HOLDINGS PTE. LTD. invites applications for a Reservations position within Guest Support. Reporting to the Guest Support Manager, you will interact with guests to handle inquiries and convert reservations into bookings.

Responsibilities include responding to guest requests within 24 hours, maintaining daily follow-up reports, supporting revenue targets, and improving call handling and selling techniques to maximise revenue and guest satisfaction across the Front Office team.

Responsibilities

• Ensures that reservations team replies to all guest requests within 24 hours of receipt.
• Ensure daily trace/follow up reports are handled according to the requirements.
• Support Guest Support Manager and Revenue Manager for setting up and achieving set revenue targets.
• To develop an effective process in sequence of action in call handling, customer enquiries, product descriptions and closing the sale.
• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.
• To assist Guest Support Manager to provide training in all aspects of reservations operations to the Guest Support and Front Office teams to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and guest satisfaction.

Job description

Reporting to Guest Support Manager, this role will need to interact with all customers (internal and external) in a friendly, helpful and expedient manner.

Duties and Responsibilities

• Ensures that reservations team replies to all guest requests within 24 hours of receipt.


• Ensure daily trace/follow up reports are handled according to the requirements.


• Support Guest Support Manager and Revenue Manager for setting up and achieving set revenue targets.


• To develop an effective process in sequence of action in call handling, customer enquiries, product descriptions and closing the sale.


• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.


• To assist Guest Support Manager to provide training in all aspects of reservations operations to the Guest Support and Front Office teams to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and guest satisfaction.