VIP Services Executive (Call Centre)
Apply nowJob no: 492287
Work type: Full-Time
Location: HarborFront Office
Categories: Call Center
Verify guest booking forms from Branch Offices and work with International Marketing Operations, Hotel and VIP Services to ensure all guest requirements and arrangements are met
Hand over tasks and responsibilities to the VIP Call Centre for action & execution
Assist and follow up with any ad-hoc travel or booking arrangements where necessary
Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance to the respective local laws and regulations
Support & maintain a strong network with Marina Bay Sands overseas offices by communicating information on players, events and promotions on a regular basis and to ensure Junket and premium players are catered for in every way upon their arrival
Report to Supervisor on all matters during the shift
High School Degree or College education will be advantageous
Minimum 2 years working experience in customer service in the hospitality industry
Possesses excellent communication skills and telephone mannerism
Preferred experience in Call Centre, Front office, Travel Agency
Proficiency in Microsoft Office applications is essential
Ability to perform rotating shift work including midnight shift and work on public holidays and weekends
Fluency in English plus one Asian language, ideally Mandarin language due to the different nationalities of our guests and internal staff who are mainly from North Asia
Please note the role will be based at our call centre office at Harbourfront
We regret that only shortlisted candidates will be notified
Guest Experience Consultant (Japanese-speaking) – Call Center
Apply nowJob no: 493165
Work type: Full-Time
Location: HarborFront Office
Categories: Call Center
To use selling techniques, relationship building, knowledge of the resort and technical skills provided to optimize the guest experiences.
Well-equipped with the knowledge to cross- sell and up-sell Marina Bay Sands products, services and attractions when handling a reservation and inquiry.
To accurately capture, input and verify all relevant information including all additional products, features and services when making a guest booking to provide guests a seamless experience upon their arrival and during their stay.
Responsible for individual performance and incorporating all corrective action plans including required training identified by your manager.
To convey a genuine, welcoming and professional level of communication and service at all times while on the telephone and in any form of written communication.
Strictly adhere to all service delivery, selling and technical execution standards in place during the booking process.
Strictly adhere to the standards for protocol and decorum in the call center and at all times.
Responsible for providing timely and accurate information to all internal and external parties involved in building and selling the guest experience.
Provide on-time and accurate information to all 3rd party providers involved in creating a guest reservation and subsequent experience options.
Communicate in a professional, timely, efficient and effective manner with all departments involved in fulfilling guest experience based on the booking requirements.
Manage and confirm all modifications, changes or updates to existing bookings timely and accurately.
Ensure accuracy of all payment arrangements associated with a guest booking.
Assume responsibility for managing all guest concerns and know when they need to be escalated to a manager.
Must be able to work independently in a call center environment, maintaining a high level of productivity, organization and service levels for every guest inquiry handled.
Awareness of the availability of products, services, offerings, attractions and amenities for sale and accountable for providing the most accurate and up to date property information.
Possess Diploma / NITEC qualifications with major in hospitality / business management preferred.
Any Travel Agent / Travel planning certification is an advantage.
Possess relevant experience in a sales, call center, travel industry or hospitality operations experience is beneficial.
Possess excellent verbal and written communication skills; fluent in English and Japanese (to communicate with Japanese-speaking guests)
Must be able and willing to work on rotating shifts, weekends and public holidays.
Proficient using Microsoft Office applications to include but not limited to Microsoft Outlook, Word and Excel.
An ability to quickly and accurately type and input required information using a computer keyboard preferred.
To deliver excellent customer service such as information of the hotel.
Handle corporate group reservations
Achieve a high level of customer service delivery across the operations.
Manage all service issues in a timely and professional manner and escalate accordingly where required.
Responsible for running and managing a dedicated email / non-voice channels team.
Schedule and organize staffing patterns, ensure that adequate staffing is available to meet various key performance indicators (KPI).
Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
Monitor all incoming and outgoing emails to ensure timely responses and quality standards are strictly adhered to.
Perform various leadership roles such as recruiting, selecting, training, assigning, coaching and counselling team members.
Conduct regular review of team members performance and organize training and motivate team in order to achieve continuous improvements
Drive digital transformation initiatives and implement changes.
Submit regular reports or other report that may arise to management.
Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance to the respective local laws and regulations.
Work closely with International Marketing Operation, Player Development, Hotel and VIP Services to ensure all patron requirements and arrangements are met while maintaining the highest level of customer service during all transactions.
Follow up patrons’ feedback and provide timely responses to achieve optimum satisfaction level
Respond to all customers and internal stakeholders in a highly professional manner, including ensuring all reservations ie room, flight and attraction ticket, limousine arrangement as well as JetQuay arrangement (liaise with vendor of special service treatment for flight arrival, departure and transit) are complete accurately and to patrons’ or internal stakeholders’ expectation
At least a diploma with 2-3 years of experience in similar position in a call centre or other related industries
Excellent work ethics and ability to work independently, under pressure and meet tight deadlines
Proficient in English. Good working knowledge of other languages will be a define plus
Possesses excellent verbal and written communication skills
Proficiency in Microsoft Office
Proven record of managing high performance teams.
Good time management and accuracy at record keeping
Able to manage a wide range of stakeholders
Ability to work in shifts.
Work Location : HarbourFront Centre
Read more at http://careers.marinabaysands.com/cw/en/job/493553/shift-manager#30Tqzdu5li4XRtVc.99