Hotel Reservations Executive wanted at Marina bay sands hotel

marina bay sands hotel Singapore

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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