Service Associate - Reservations Executive

SHANGRI-LA HOTEL LIMITED; Singapore; On-site; SGD 35,000 - 48,000; Full time

Job summary

Shangri-La Hotel, Singapore is seeking a dedicated F&B Reservations Executive to manage reservations, ensure accuracy, and provide courteous service to guests. The role emphasizes upselling to maximize occupancy and efficient handling of inquiries in a fast-paced hotel environment.

Applicants should be familiar with hotel policies, possess strong MS Word/Excel/PowerPoint skills, and maintain professional communication across calls and emails.

Qualifications

• Minimum O Levels with at least 2 year of relevant working experience.
• Strong customer service mindset with the ability to handle enquiries professionally and courteously.
• Good phone etiquette and confident in managing high call volumes and emails.
• Proficent in MS Words, Excel and PowerPoint.

Responsibilities

• To be familiar with Shangri-La Hotels and Resorts’ policies and procedures and be well-versed with the facilities and services offered by the hotel. To “master” the product in terms of rates, layout and physical attributes, breakdown / configuration, benefits and amenities etc.
• Managing all reservations handling and process; proficient in operating the various reservations systems and equipment. To provide prompt, courteous and efficient service at all times. To answer the phone within three rings.
• To upsell whenever possible to maximize occupancy and revenues ensure that all reservations are entered accurately and “mesh” update maintained consistently and to be aware of book-out status and need periods to maximize sales opportunities.
• To alert the Reservations Manager of sudden changes in occupancy levels and advise the Reservations Manager of any deviations in rate applications or reservations arrangements.
• Handle incoming reservations requests / correspondence, confirming or regretting on the day received and manage the hotel’s credit policies to effectively handle and process billing requirements.
• Carries out other special projects/tasks assigned by supervisors

Skills

Customer service

Communication

Phone etiquette

Team collaboration

Education

O Levels

Tools

MS Word

MS Excel

PowerPoint

Job description

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure.It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.We are looking for F&B Reservations Executive to join our team!

Job Responsibilities

• To be familiar with Shangri-La Hotels and Resorts’ policies and procedures and be well-versed with the facilities and services offered by the hotel. To “master” the product in terms of rates, layout and physical attributes, breakdown / configuration, benefits and amenities etc.
• Managing all reservations handling and process; proficient in operating the various reservations systems and equipment. To provide prompt, courteous and efficient service at all times. To answer the phone within three rings.
• To upsell whenever possible to maximize occupancy and revenues ensure that all reservations are entered accurately and “mesh” update maintained consistently and to be aware of book-out status and need periods to maximize sales opportunities.
• To alert the Reservations Manager of sudden changes in occupancy levels and advise the Reservations Manager of any deviations in rate applications or reservations arrangements.
• Handle incoming reservations requests / correspondence, confirming or regretting on the day received and manage the hotel’s credit policies to effectively handle and process billing requirements.
• Carries out other special projects/tasks assigned by supervisors

Job Requirements

• Minimum O Levels with at least 2 year of relevant working experience
• Strong customer service mindset with the ability to handle enquiries professionally and courteously.
• Good phone etiquette and confident in managing high call volumes and emails
• Proficent in MS Words, Excel and PowerPoint