Call Centre Agent wanted at Marina bay sands – SIngapore

waterfront promenade marina bay sands Singapore

APPLY HERE

waterfront promenade marina bay sands Singapore
Job no: 492354
Work type: Full-Time
Location: HarborFront Office
Categories: Call Center
JOB SCOPE

Handle and assist guests via internal/ external incoming calls and emails of the hotel and general inquiries hotline
Handle first level guest complaints and resolve them with calm and professionalism
Communicate situations where guests are dissatisfied or experiencing a problem and offer/discuss the resolution to the Manager on Duty promptly
Take requests for wake-up calls and follow through to ensure guests receive their wake-up call at the requested time
Ensure accuracy & promptness in relaying to guests’ messages
Maintain up-to-date hotel information of events and activities so that guests will receive accurate and prompt information when requested
Perform functions of Concierge, Sales & Front Office services and requests effectively & efficiently

Respond to emergency situations with composure and effectively, according to hotel guidelines
Ensure that all individual, team and departmental KPI’s are achieved
Any other responsibilities that may be assigned from time to time

JOB REQUIREMENTS

GCE ‘O’ Level, Nitec or higher
Candidates with hotel or tourism experience will have an added advantage
Demonstrate knowledge and proven experience in Customer Service and Complaint handling skills
Strong operational background with good organizational and problem solving skills
Must have the ability to handle multiple tasks simultaneously and work well under pressure
Candidates must possess computer & internet knowledge
Must be fluent in reading, writing and speaking English
Proficiency in other languages such as Mandarin, Malay, Japanese and Korean are extremely beneficial
Possesses pleasant voice with excellent telephone etiquette
Must be customer or service oriented.
Must possess effective communication skills, both verbal and written
Proficient in Microsoft Office applications such as Microsoft Outlook
Must be willing to work any day of the week, rotational shifts (including public holidays and overnight shifts) depending on operation needs
A good team player and takes initiative to assist other Team Members when require
Must be goal-oriented and highly motivated self-starter with the ability to adapt to changes in a dynamic environment
Mature, meticulous, resourceful, organized and able to work independently
Work is carried out predominantly in the Express Service Department in Singapore but is subject to change to meet business/operational needs
Able to work in front of computer screen for extended periods of time
Able to type using computer keyboards for extended periods of time
Able to sit for extended periods of time

Applications close: 30 Sep 2018 Singapore Standard Time

 

Hotel Reservations Executive wanted at Marina bay sands hotel

marina bay sands hotel Singapore

APPLY HERE

marina bay sands hotel Singapore
marina bay sands hotel Singapore

Job no: 493075
Work type: Full-Time
Location: HarborFront Office
Categories: Hotel – Management
Job Responsibilities

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 all Resort products, services and attractions when handling a reservation and inquiry
To participate in all assigned training workshops and be able to demonstrate the defined acceptable levels of competency when required
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

Must be able to work in a fast-paced, high volume and performance-based environment while maintaining the highest level of service quality and performance capability
Responsible for individual performance and incorporating all corrective action plans including required training identified by your manager

Pro-actively seek immediate assistance as needed, address shortfalls in your performance and recognize your abilities
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
Build positive, productive and pro-active relationships with all internal and external parties whom you are required to work with to create a guest booking and overall experience
Responsible for providing timely and accurate information to all internal and external parties involved in building and selling the guest experience
Strictly adhere to all established departmental policies, procedures and operating standards
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
To fully understand and exceed all individual, team and guest satisfaction goals established by the department and Resort
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
Participate and contribute towards building and maintaining a friendly, fun and high team-spirited work environment
Actively work as a team to ensure every reservation call is answered and that every inquiry has a high chance of translating into a guest booking
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
Share best practices with the management team for evaluation and an opportunity to incorporate them into existing standards, enhancing service levels for the benefit of guests, team and the Resort
Awareness of the availability of products, services, offerings, attractions and amenities for sale and accountable for providing the most accurate and up to date Resort information
All other duties as assigned

JOB REQUIREMENTS

Education

Required: Secondary Education Certificate / Diploma
Preferred: Junior College Certificate or University Diploma
Certification

Post secondary Hotel studies and certification is an added advantage
Post secondary school Travel Agent / Travel planning certification is an advantage
Experience

Previous job experience that measured individual performance
Prior sales, call center, travel industry or hospitality operations experience is beneficial
Language

Must be fluent reading, writing and speaking English
Proficiency in other languages such as simple Mandarin and Japanese are extremely beneficial
Work Schedule

Must be able and willing to work any day of the week
Must be flexible and able to work morning, afternoon or evening shifts on a rotational basis
Must be flexible and able to work on public and religious holidays
Physical Requirements / Work Environment

Work is carried out predominantly in the Call Center at the Resort but is subject to change to meet business/operational needs
Able to work in front of computer screen for an extended periods of time
Able to type using computer keyboards for extended periods of time

Skills / Abilities

General computer literacy including opening and closing computer programs, logging in and out, navigating around software programs
Ability to use computer keyboards, mouse and other peripheral computer equipment assigned
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
Experienced in using the telephone and email to conduct business
Understands numbers and basic Analytical and numerical skills
Basic understanding of business principles such as generating or increasing sales volume, revenues and productivity measures
Organization and time management skills
Excellent verbal and written communication skills
Presence / Behavioral Characteristics

Ability to think creatively and detail oriented
Passion for selling and providing exceptional service
Cultural sensitivity and awareness
Ability to build and maintain professional relationships in a team environment and across an organization
Comfortable speaking to people from different nationalities and cultures
Interest in continuous self and professional improvement
Adaptable to change
Assertive yet pleasant
Good interpersonal and communicative skills.
Ability to work independently and as part of a team.
Able to manage and prioritize workload
Excellent time management, organizational and motivational skills
Well groomed and professional disposition
Goals and results oriented
Willingness to participate in the success of a team as well as personal achievement

Telephone Operator wanted at Ritz hotel – Singapore

Ritz carlton hotel Singapore

APPLY HERE

Ritz carlton hotel Singapore
Ritz carlton hotel Singapore

Job Number 18002427
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton, Millenia Singapore, Singapore
Brand The Ritz-Carlton
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Job Summary

Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider’s customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Receptionist wanted at Courtyard hotel – Singapore

courtyard hotel Singapore

APPLY HERE

courtyard hotel Singapore
courtyard hotel Singapore

Job Number 170011BJ
Job Category Rooms and Guest Services Operations
Location Courtyard Singapore Novena
 
Schedule Full-time
Position Type Non-Management/Hourly
 
Start Your Journey With Us
With more than 330 managed locations in more than 20 countries Courtyard by Marriott offers a refreshing environment that helps guests stay connected and balanced. Working at Courtyard, you’ll ensure guests have a smooth, productive stay that meets their personal and business needs. Find Your World™ at Courtyard by Marriott.

Job Summary
 
Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the internet. Report accidents, injuries, and unsafe work conditions to manager.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.