Telephone Operator (Hotel)

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A premier hotel in Singapore is seeking a dedicated individual to manage reservations and guest communications. You will coordinate various departmental tasks to ensure a smooth guest experience. The ideal candidate has relevant experience and excellent communication skills. The position requires rotating 12-hour shifts, including nights and weekends. This role offers a dynamic environment with flexibility for working from home.

Qualifications

• Relevant work experience as a telephone operator or call centre agent preferred.
• Ability to perform rotating 12-hour shifts including overnight shifts, weekends and public holidays.

Responsibilities

• Handle all reservation-related matters, ensuring accurate input of details.
• Serve as the central point of contact for guests, responding to all communications.
• Liaise with various departments to ensure seamless coordination of tasks.
• Provide assistance to guest inquiries about hotel services and local attractions.
• Manage rooming lists and communication of updates to departments.
• Monitor and follow up on group reservations.
• Support amendments to reservations.
• Communicate hotel promotions and updates.
• Handle basic operational tasks.
• Participate in training and onboarding of new hires.
• Uphold guest privacy and safety.

Skills

Good communication skills

Interpersonal skills

Basic computer skills

Microsoft Office knowledge

Job description

PARKROYAL COLLECTION Pickering, Singapore is dedicated to providing equal employment opportunities, including individuals with disabilities.

We regret that only shortlisted candidates will be notified.

Responsibilities:

• Handle all reservation-related matters, including individual and group bookings, ensuring accurate input of details such as rate codes, room types, guest details, flight information, mode of guarantee, and cancellation policies.
• Serve as the central point of contact for guests, responding professionally to all incoming and outgoing calls, emails, and messages, and transferring them accurately to the relevant departments.
• Liaise with the Central Reservations, Sales, Revenue, and Front Office teams to ensure seamless coordination of room blocks, rate loading, guest requests, and billing instructions.
• Provide prompt and courteous assistance to guest inquiries, including hotel services, room availability, local attractions, transportation, restaurants, and any special requests.
• Manage rooming lists and pre-arrival arrangements efficiently; ensure timely communication of updates to all relevant departments.
• Monitor and follow up on group reservations, highlighting pending rooming lists, cut-off dates, and any changes or cancellations that may affect room inventory or contracted room nights.
• Track and support amendments to reservations such as extensions, early departures, or date changes.
• Ensure clear and effective communication of hotel promotions, packages, and updates across departments to maintain consistency in guest experience.
• Support the hotel’s administrative and operational functions by handling basic tasks such as invoice inquiries, lost and found coordination, and guest follow-ups.
• Maintain strong system proficiency in Opera Cloud, StayPlease, and the hotel’s telephony systems to manage daily operations and guest requests accurately.
• Participate in training and onboarding of new hires, using a buddy system to maintain high service standards and consistency in processes.
• Uphold guest privacy and safety, and follow all hotel emergency procedures and workplace safety protocols.
• Maintain excellent grooming standards and represent the hotel professionally at all times.
• Support additional tasks or assignments as directed by management, in line with operational needs.

Requirements:

• Relevant work experience as a telephone operator/call centre agent will be preferred.
• Able to perform 2 rotating duties 12-hours shift on 4 4-day work week) With the option to work from home, e including overnight shifts, weekends and public holidays
• Good communication skills and interpersonal skills
• Basic computer skills, with basic Microsoft Office knowledge