Hotel Reservations Coordinator
2 months ago
Job Summary
We are seeking a highly skilled and customer-focused Guest Experience Coordinator to join our team at Marina Bay Sands. As a key member of our reservations team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.
Key Responsibilities
- Provide personalized assistance to guests with planning and booking reservations for our Integrated Resort products and services.
- Understand guests' needs and preferences, and offer tailored solutions to meet their expectations.
- Deliver high-quality service to internal and external guests via all communication channels, ensuring a seamless and enjoyable experience.
- Handle first-level complaints with a professional and courteous demeanor.
- Work effectively and efficiently to meet the needs of our guests, applying logic and high emotional intelligence to resolve challenges.
- Stay up-to-date with hotel information, events, and activities to provide accurate and timely information to our guests.
- Respond promptly and professionally to emergency situations, adhering to hotel guidelines.
- Contribute to achieving individual and team Key Performance Indicators (KPIs).
- Support other responsibilities as assigned by management.
Requirements
- Proven experience in a hotel reservation agent, concierge, or customer service role is an advantage.
- Proficient in English; multilingual is strongly preferred.
- Excellent communication skills, both verbal and written.
- Polite and confident with a great deal of patience.
- Customer-centric attitude and ability to work well under pressure.
- Ability to compose and handle complaints and emergencies.
- Ability to multitask and comfortable with applications and technology.
- Rotational shifts, including public holidays and overnight shifts, depending on operational needs.
- High collaboration and adaptability to changes in a dynamic environment.
- Mature, meticulous, resourceful, organized, and able to work independently.
- Ability to work in front of a computer and sit for extended periods of time.
- Candidates with proven competencies to work independently and with little supervision may be offered the option to work from home.
About Marina Bay Sands
Marina Bay Sands is committed to building a diverse, equitable, and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhering to and abiding by all rules, regulations, policies, and procedures, including the rules of conduct and business ethics of the Company.
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