Guest Service Team Leader

3 weeks ago


Singapore UOL CLAYMORE INVESTMENT PTE. LTD. Full time
Roles & Responsibilities

Be part of an amazing team at PAN PACIFIC ORCHARD, SINGAPORE to redefine the city's landscape and grow your hospitality career with us


The Guest Service Team Leader (Service One/Telephone Operator) is responsible for ensuring all communications relating to the hotel, both external and internal are action speedily and efficiently in accordance with the specified minimum standards. He/she is also responsible for the overall supervision of Service One.


Our Expectations:

  • Maximize room sales and revenue for the hotel, maintaining a sales attitude at all times.
  • Basic knowledge to assist with the programming of the voicemail system.
  • Ensure all customer communications are transferred to the central distribution point for action and all customer queries or request are handled in a polite and efficient manner.
  • Maintain the security of information relating to guest, customers and associates in the hotel.
  • Ensure all guest requests including wake-up calls, handling of in-coming faxes, follow-ups on task/service request, restaurant reservations and courtesy calls to guests are actioned speedily and in accordance with laid down procedures.
  • Report any defects via the work order management system (StayPlease) in accordance with the Standard Operating Procedures.
  • Ensure all charges are allocated in accordance with the hotel credit policy.
  • Ensure all duty shift procedure checklists are continuously monitored and all tasks completed by the end of shift.
  • Understand our products and services with high level of knowledge of the hotel and local area.
  • From time to time, may be required to assist to cover Front Desk operations. Where needed, to also assist to take In-Room Dining (IRD) orders for our guests and coordinate the order with the IRD Service and Kitchen team. Also assist to take Dining Reservations for our Food & Beverage outlets.
  • Inform all relevant feedback from either customers or other departments to the Service One Manager.


We are looking for a self-motivated individual with excellent interpersonal and communication skills. You enjoy interacting with others through the phone and takes pride in coaching a team for excellence. If you have at least 1 year of supervisory work experience with knowledge of OPERA Cloud, StayPlease and Telephony System, write in to have a chat with us


We are also dedicated to providing equal employment opportunities, including individuals with disabilities.


Tell employers what skills you have

Coaching
Mentoring
Interpersonal Skills
Telephony
Opera
Revolution
Communication Skills
Customer Satisfaction
Team Leader
Customer Service
People Management
Hospitality
Customer Service Experience
Work Order

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