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Guest Experience Associate

3 weeks ago

Singapore beBeeCustomerService Full time $30,000 - $40,000
Job Title: Guest Experience Expert

The role of a Guest Experience Expert is critical in ensuring that our guests receive exceptional service at all times. The position requires providing timely and professional responses to guest calls, requests, questions, or concerns.

  • Key Responsibilities include answering and processing guest calls, requests, and questions efficiently and effectively.
  • An additional responsibility is operating the telephone switchboard station to manage incoming calls.
  • Guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls also need to be processed.
  • The role involves advising guests on any messages received and monitoring busy or unanswered lines to update status or offer assistance.
  • Receiving, recording, and relaying messages accurately and completely are essential duties.
  • Additionally, activating or deactivating guest room message lights as necessary is part of this role.
  • Another responsibility is instructing guests on how to access the internet and transferring guests with issues to the provider's customer support line.
  • Communications equipment must be tested regularly to ensure it works properly.
  • This role also involves responding to special requests from guests with unique needs.
  • Contacting relevant individuals or departments to resolve guest calls, requests, or problems is also required.
  • A follow-up with guests is necessary to ensure their requests or problems are met to their satisfaction.
  • Bell staff or valet staff may need to be dispatched as needed.
  • Finding solutions to guest-related challenges while maintaining company policies and procedures is crucial.