Reservation and Call Center Executive (Capella Connects)

CAPELLA HOTEL, SINGAPORE; Singapore; On-site; SGD 38,000 - 65,000; Full time

Job summary

Capella Hotel Singapore is seeking a reservations-focused professional to handle inquiries from guests, travel agents and referral networks. You will enter bookings, maintain reservation records and prepare confirmations while coordinating with various hotel departments to ensure seamless guest experiences.

The role requires strong customer service, excellent written and verbal communication, and the ability to work a flexible schedule including weekends.

Qualifications

• Strong customer service skills.
• Strong verbal and written communication skills.
• Fluent in English and Mandarin to effectively communicate with guests who communicate in Mandarin.
• Willing to work a flexible schedule including weekends.
• Experience in hotel property management systems as well as extranets and central reservations systems and their functionalities.

Responsibilities

• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
• Communicate pertinent guest information to designated departments/personnel
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
• Enter all sales booking and group contracts on a timely basis
• Create and maintains reservation records by date of arrivals
• Prepare letters of confirmation
• Process cancellations and modifications and promptly
• Process and monitor advance deposits/prepayment on reservations

Skills

Customer service

Verbal communication

Written communication

Mandarin

Job description

Position Overview

The Capella Connects Executive handles reservations enquiries and communications from guests, travel agents, and referral networks.

The Role

• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
• Communicate pertinent guest information to designated departments/personnel
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
• Enter all sales booking and group contracts on a timely basis
• Create and maintains reservation records by date of arrivals
• Prepare letters of confirmation
• Process cancellations and modifications and promptly
• Process and monitor advance deposits/prepayment on reservations

Talent Profile:

1. Strong customer service skills
2. Strong verbal and written communication skills
3. Fluent in English and Mandarin to effectively communicate with guests who communicate primarily or exclusively in Mandarin
4. Willing to work a flexible schedule including weekends
5. Experience in hotel property management systems as well as extranets and central reservations systems and their functionalities