Posting Date Jun 01, 2018
Job Number 18001JZJ
Job Category Reservations
Location Starwood CCC-Singapore, Singapore, Singapore
Respond to customer service opportunities received by phone, email, chat, fax or mail; act as a liaison among the hotels, the Reservation Center(s), guests and/or management to find resolutions to problems. Provide assistance with those guests who need to book reservations using various certificates, points, service recovery or promotional rates. Develop a comprehensive knowledge of company policy and standard operation procedures for all brands (e.g., Ritz-Carlton Clubs, Residences and partner hotels), with emphasis on all marketing and promotional campaigns. Document, research and track all guest concerns and comments via the guest tracking system (e.g., Mystique). Review all open cases on a weekly basis; ensure all open cases are reported closed with resolution and run reports as requested. Send reminders to property executive assistants if cases remain open after 24 hours with the exception of medical and legal claims. Maintain company tradition of outstanding customer service by always striving to support its policies and philosophies while addressing customer opportunities.
Research and resolve guest concerns and problems relating to reservations, rates, hotel service and billing issues in a timely manner.
In accordance with policy, utilize the reservation system to provide assistance with those guests who need to book reservations using various certificates, points, service recovery or promotional rates.
Maintain an awareness of all new information and operational changes via computer system messages, email and communications.
Develop a comprehensive knowledge of company policy and standard operation procedures for all brands (e.g., Ritz-Carlton Clubs, Residences and partner hotels), with emphasis on all marketing and promotional campaigns.
Provide properties with information on reservation and guest problems that require hotel assistance; coordinate efforts to ensure problem resolution.
Acknowledge each and every guest with a smile, and a friendly greeting, using the guests name when possible.
Thank guests with a genuine appreciation and provide a fond farewell.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Promote awareness of brand image internally and externally.
Provide responses as requested to guests and/or hotels in a professional and timely manner.
Keep manager informed of trends in errors and concerns relating to reservations. Provide trend identification and analysis, and customer satisfaction and benefit delivery.
Speak to guests and other employees using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Support all employees and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Maintain a professional demeanor, both in the work area and all interaction with guests, hotels, peers and management.
Respond sensitively to the needs and feeling of others, regardless of status or position.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Document, research and track all guest concerns and comments via the guest tracking system (e.g., Mystique). Ensure all documentation is accurate and concise.
Review all open cases on a weekly basis; ensure all open cases are reported closed with resolution and run reports as requested. Send reminders to property executive assistants if cases remain open after 24 hours with the exception of medical and legal claims.
Maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Handle incoming and outgoing mail, including date stamping and distributing incoming mail.
Compile, copy, sort, and file records of office activities, business transactions, and other activities.
Use computer systems and software packages to input, access, modify, store, or output information
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested.
High school diploma/G.E.D. equivalent
At least 6 months of related work experience
No supervisory experience is required