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Guest Relations Customer Service

1 month ago

Singapore OUE RESTAURANTS PTE. LTD. Full time
Roles & Responsibilities

Job Summary:

We are seeking a motivated and friendly Guest Relations Customer Service / Call Centre Officer to join our team at OUE Sky. As a Guest Relations Customer Service / Call Centre Officer, you will be the primary point of contact for customers making reservations or seeking information about our venue. You will be responsible for delivering an exceptional customer experience by answering inquiries, processing orders, handling complaints, and providing helpful information to ensure customer satisfaction.

Key Responsibilities:

  • Answer incoming calls from customers in a professional, friendly, and efficient manner.
  • Take orders and process reservations, while providing information on menu items, specials, and promotions.
  • Assist customers with inquiries about operating hours, location, and services.
  • Resolve customer complaints or issues promptly, striving to exceed customer expectations.
  • Maintain a thorough understanding of OUE Sky's offerings, policies, and procedures.
  • Accurately enter orders and reservation notes into the CRM system (SevenRooms) and confirm details with customers.
  • Provide recommendations for menu items, specials, and promotions to boost sales.
  • Manage order changes, cancellations, and communicate updates with customers in a timely manner.
  • Ensure customer records in the system are accurately updated and maintained.
  • Collaborate with the Guest Relations, Kitchen, and Operations teams to ensure smooth and efficient service.
  • Follow all company policies and procedures, including those related to safety, hygiene, and data protection.
  • Perform additional administrative tasks, such as generating paperwork, compiling reports, or assisting the outlet, as assigned by the Head of Guest Relations.
  • Any other duties as assigned by the management or your manager.

Working Hours:

11:30 AM to 8:30 PM, Monday to Friday. Fixed shift timings and days.

Requirements:

  • High school diploma or equivalent (required); a degree in hospitality or customer service is a plus.
  • Previous experience in customer service, call centre, or restaurant settings is preferred.
  • Excellent verbal communication skills and a professional phone demeanour.
  • Strong problem-solving skills with the ability to handle customer complaints effectively and with empathy.
  • Ability to work independently in a fast-paced environment and stay organized under pressure.
  • Familiarity with restaurant menus, brand offerings, and company procedures.
  • Strong attention to detail, with the ability to multitask and prioritize effectively.
  • Proficiency in basic computer skills (Microsoft Office) and experience with CRM software (SevenRooms, TripleSeat).

Physical Requirements:

  • Ability to use a computer and phone for extended periods.
  • Occasional lifting of items as necessary during administrative tasks.
Tell employers what skills you have

CRM
Ability to Multitask
Internal Communications
Microsoft Office
Water
Strong Attention To Detail
Customer Experience
Ability To Work Independently
Composition
Property
Guest Relations
Pressure
Facility Maintenance
Customer Satisfaction
Customer Service
Hospitality
Corporate Communications