Guest Experience Expert (Call Centre, i-Job Program) - SINGAPORE MARRIOTT TANG PLAZA HOTEL

Roles & Responsibilities

JOB SUMMARY

Assist Supervisors and managers to ensure that daily operations are run smoothly. Ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures. Attend to guests’ morning calls and other requests.

JOB DUTIES AND RESPONSIBILITIES

• Manages the console (e.g. DND, busy verify lines).
• Receives and transfers all calls to respective extensions and rooms.
• Assisting and providing information for all callers.
• Take down messages for guests.
• Ensure checklists are done accurately.
• Monitoring all the telephone printers – for wake up calls.
• Assist to carry out emergency and evacuation procedures.
• Responsible for morning calls
• Take down and programme morning calls.
• Ensure all morning calls are answered.
• Update the Back Office information white board.
• Monitor the contingency reports every hour.
• Maintaining an updated telephone extension list.
• Assisting guests with outgoing phone calls.
• Assisting guests with new reservations after office hours.
• Ensuring all guests’ complaints and feedback are recorded in Empower (GXP).

Maintain effective service in line with the Hotel’s Corporate Image

18. Cash / Bank Handling

policies.

discrepancies, drop off receipts, and secure bank.

resource materials; and maintain cleanliness of workstation at all times.

19. To ensure and follow established procedures and compliance as per LSOP guidelines.

20. Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

Tell employers what skills you have

Front Office

Customer Retention

Listening Skills

call centre

Service Brand

Cashiering

Telephone Skills

Customer Service

Back Office

Hospitality