Full-timeCustomer service· Posted 7 Oct

Guest Experience Expert (Call Centre, i-Job Program)

Marriott InternationalFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

TEOrchard Boulevard320 Orchard Road, Singapore 238865

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits within the call centre team at Singapore Marriott Tang Plaza Hotel, supporting smooth daily front office operations. You will handle telephone enquiries with proper etiquette and assist guests with requests such as morning calls. It suits someone customer-oriented who is comfortable with rotating shifts and hotel systems.

What you'll do

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Manage the console, including DND and busy verify lines
Receive and transfer calls to extensions and rooms
Provide information and assistance to callers
Take down messages for guests
Complete checklists accurately
Monitor telephone printers for wake-up calls
Assist with emergency and evacuation procedures
Take down and programme morning calls, and ensure they are answered
Update the Back Office information white board
Monitor contingency reports hourly
Maintain an updated telephone extension list
Assist guests with outgoing calls and new reservations after office hours
Record guest complaints and feedback in Empower (GXP)
Maintain service standards in line with grooming, operating and corporate policies
Process payments, handle cash and bank accurately, complete cashier reports, resolve discrepancies and keep bank secure
Set up and organise the cashier workstation and keep it clean
Follow LSOP guidelines and any other assigned duties

Requirements

At least a Professional Certificate/NiTEC in any field
1-2 years of relevant hotel call centre experience; no experience also welcome
Able to handle cash transactions meticulously
Able to use hotel computer systems such as Opera and Micros
Customer-oriented
Able to work rotating shifts including overnight

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Guest Experience Expert (Call Centre, i-Job Program)

About the role

What you'll do

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