Reservations Executive | 6-Month Contract

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

Do you thrive in a fast-paced environment and enjoy exceeding guest expectations?

We are seeking a passionate and detail-oriented Reservations & Call Centre Executive to join our dynamic team.

Benefits:

• Flexible Benefit
• Birthday Leave
• Special staff rates for F&B and Accommodation under MHR portfolio
• Staff meals provided
  

Job Description:

1. Reservation Management

• o Manage guest reservations via phone, email, and online booking systems, ensuring all bookings are correctly entered and confirmed.
• o Assist guests with inquiries about room availability, rates, and special packages.
• o Coordinate with the Sales and Marketing team to ensure proper handling of group bookings, special requests, and VIP guests.

2. Guest Relations

• o Address guest inquiries, concerns, or complaints in a professional, courteous, and timely manner.
• o Provide recommendations for hotel services, local attractions, and dining options to enhance guest experience.
• o Handle special requests (e.g., room preferences, transportation arrangements, etc.) and ensure guests' needs are met promptly.

3. Guest Tele-Communication

• o Handling incoming and outgoing calls for both in-house and external guests.
• o Take accurate messages for guests and ensure they are delivered promptly to the appropriate to the intended recipient.
• o Assist with guest requests, such as wake-up calls, room service orders and/or information about hotel services, ensuring they are processed efficiently.
• o Communicate guest requests, concerns and/or maintenance issues to the appropriate department to ensure quick resolution.

4. Coordination with Hotel Departments

• o Maintain clear and open communication with other hotel departments (Housekeeping, F&B, Maintenance, etc.) to ensure a seamless guest experience.
• o Provide updates on guest arrivals, departures, or any special requirements to relevant team members.

5. Safety & Security

• o Ensure the security of guest information, key cards, and personal belongings.
• o Monitor hotel access and report any suspicious activities to security staff.
• o Assist in emergency situations, providing guidance to guests and staff as needed.

6. Upselling & Revenue Enhancement

• o Upsell hotel services, including room upgrades, dining options, spa services, and excursions to enhance revenue.
• o Promote special packages, promotions, and loyalty programs to guests during check-in or through communication.

7. Others:

• o Any other duties that may be assigned by the Management from time to time.
  

Skills and Qualifications

• Proficiency in hotel management software (e.g., Opera, Fidelio, etc.) and Microsoft Office Suite.
• Strong communication skills in English (additional languages are an asset).
• Excellent interpersonal skills with the ability to handle guests’ requests, complaints, and inquiries professionally.
• Ability to maintain accuracy in reservations, billing, and guest records.
• Capable of handling multiple tasks simultaneously in a fast-paced environment.
• Ability to handle difficult situations with a calm, professional approach.