Communications (Call Centre) – Telephone Operator – The Ritz-Carlton – Singapore

APPLY HERE

Job Number 19175788
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Millenia Singapore| 7 Raffles Avenue|
Singapore| 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

Operate telephone switchboard station in order to answer telephone calls and
monitor busy or unanswered lines. Process guest requests for wake up calls|
screening calls| do not disturb| call forwarding| conference calls| TDD relay
calls| and non-registered guest calls. Answer| record| and process all guest
calls| messages| requests| questions| or concerns. Contact appropriate
individual or department (e.g.| Bellperson| Housekeeping) 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. Supply guests with
directions and information regarding property amenities| services| and hours
of operation| and local areas of interest and activities. Review shift
logs/daily memo books and document pertinent information in logbooks. Notify
Loss Prevention/Security of any guest reports of theft. 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|
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.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._

]

At Your Service Manager (Call Centre) – JW Marriott Hotel Singapore South Beach

APPLY HERE

Job Number 19170387
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| 30 Beach Road|
Singapore| Singapore| Singapore
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This
includes taking room service orders| receiving and processing all requests for
additional items| directions| correcting any issues and| if necessary|
forwarding calls on to appropriate areas. The Manager needs to ensure the
agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives to
continually improve guest and employee satisfaction while maximizing the
financial performance of the department.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations| ensures the quality| standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Handles complaints| settles disputes| and resolves grievances and conflicts|
or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program| communicating and
ensuring the process.

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Identifies trends in guest issues for resolution.

• Schedules and supervise staff to ensure prompt| friendly| and attentive
service.

• Supervises AYS agents and runners to ensure prompt and complete resolution
of guest calls and requests.

• Coordinates the process of receiving and resolving guest issues and
requests.

Supporting Management of Guest Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Understands employee positions well enough to perform duties in employees|
absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Assists in recruitment| hiring| training| and orientation of department
personnel.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

• Ensures that all department equipment is in proper working condition and
that department areas and storerooms are clean.

• Performs departmental administrative duties.

• Addresses complaints and serves as Manager on Duty as needed.

• Attends meetings (e.g.| front office supervisor meetings| operations
meetings| forecast meetings| monthly department meetings| sales strategy| pre-
con meetings).

_

Call Centre Agent (At Your Service Agent) – JW Marriott Hotel Singapore South Beach

APPLY HERE

Job Number 19155717
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| 30 Beach Road|
Singapore| Singapore| Singapore
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

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.

_

Call Centre Agent (At Your Service Agent) – JW Marriott Hotel Singapore South Beach

APPLY HERE

Job Number 19155717
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| 30 Beach Road|
Singapore| Singapore| Singapore
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

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.

_

At Your Service Manager / Assistant AYS Manager (Call Centre) – JW Marriott Hotel Singapore South Beach

APPLY HERE

Job Number 19137447
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| 30 Beach Road|
Singapore| Singapore| Singapore
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This
includes taking room service orders| receiving and processing all requests for
additional items| directions| correcting any issues and| if necessary|
forwarding calls on to appropriate areas. The Manager needs to ensure the
agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives to
continually improve guest and employee satisfaction while maximizing the
financial performance of the department.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations| ensures the quality| standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Handles complaints| settles disputes| and resolves grievances and conflicts|
or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program| communicating and
ensuring the process.

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Identifies trends in guest issues for resolution.

• Schedules and supervise staff to ensure prompt| friendly| and attentive
service.

• Supervises AYS agents and runners to ensure prompt and complete resolution
of guest calls and requests.

• Coordinates the process of receiving and resolving guest issues and
requests.

Supporting Management of Guest Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Understands employee positions well enough to perform duties in employees|
absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Assists in recruitment| hiring| training| and orientation of department
personnel.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

• Ensures that all department equipment is in proper working condition and
that department areas and storerooms are clean.

• Performs departmental administrative duties.

• Addresses complaints and serves as Manager on Duty as needed.

• Attends meetings (e.g.| front office supervisor meetings| operations
meetings| forecast meetings| monthly department meetings| sales strategy| pre-
con meetings).

_

At Your Service Agent – Courtyard Singapore Novena

APPLY HERE

Job Number 19131944
Job Category Rooms and Guest Services Operations
Location Courtyard Singapore Novena| 99 Irrawaddy Road Novena| Singapore|
Singapore| Singapore
Brand Courtyard by Marriott
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.

_

Communications – Telephone Operator – The Ritz-Carlton – Singapore

APPLY HERE

Job Number 19130439
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Millenia Singapore| 7 Raffles Avenue|
Singapore| 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.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._

]

Call Centre Agent (At Your Service Agent) – JW Marriott Hotel Singapore South Beach

APPLY HERE

Job Number 19119701
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| 30 Beach Road|
Singapore| Singapore| Singapore
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

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.

_

At Your Service Manager / Assistant At Your Service Manager – JW Marriott Hotel Singapore South Beach

APPLY HERE

Job Number 19106315
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| 30 Beach Road|
Singapore| Singapore| Singapore
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This
includes taking room service orders| receiving and processing all requests for
additional items| directions| correcting any issues and| if necessary|
forwarding calls on to appropriate areas. The Manager needs to ensure the
agents’ information is thorough and up-to-date. Accountable for tracking all
guest requests and issues to use as process improvement tool. Strives to
continually improve guest and employee satisfaction while maximizing the
financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services| front
desk| or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; no work
experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations| ensures the quality| standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize| organize| and accomplish
your work.

• Handles complaints| settles disputes| and resolves grievances and conflicts|
or otherwise negotiates with others.

Managing Projects and Policies

• Implements the customer recognition/service program| communicating and
ensuring the process.

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and
retention.

• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.

• Identifies trends in guest issues for resolution.

• Schedules and supervise staff to ensure prompt| friendly| and attentive
service.

• Supervises AYS agents and runners to ensure prompt and complete resolution
of guest calls and requests.

• Coordinates the process of receiving and resolving guest issues and
requests.

Supporting Management of Guest Service Team

• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust| respect| and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Understands employee positions well enough to perform duties in employees|
absence.

Supporting Human Resource Activities

• Assists in the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.

• Assists in recruitment| hiring| training| and orientation of department
personnel.

Additional Responsibilities

• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.

• Analyzes information and evaluates results to choose the best solution and
solve problems.

• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.

• Ensures that all department equipment is in proper working condition and
that department areas and storerooms are clean.

• Performs departmental administrative duties.

• Addresses complaints and serves as Manager on Duty as needed.

• Attends meetings (e.g.| front office supervisor meetings| operations
meetings| forecast meetings| monthly department meetings| sales strategy| pre-
con meetings).

_

Communications – Telephone Operator – The Ritz-Carlton – Singapore

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Job Number 19106831
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Millenia Singapore| 7 Raffles Avenue|
Singapore| 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.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._

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