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.