Hotel Reservation Specialist
20 hours ago
Job Overview:
We are seeking a highly skilled and customer-focused Hotel Reservations Executive to join our team at Marina Bay Sands. As a key member of our reservations department, you will be responsible for delivering exceptional guest experiences and ensuring seamless hotel stays.
Key Responsibilities:
- Plan and book Integrated Resort products and services for guests, providing personalized solutions and meeting their needs
- Understand guest requirements and preferences, proactively offering tailored recommendations and assistance
- Provide top-notch customer service through various communication channels, embodying the Company's Service Strategy
- Handle first-level complaints efficiently, maintaining a pleasant demeanor and resolving issues promptly
- Stay agile and adapt quickly to changing situations, ensuring effective and efficient service delivery
- Apply logic and high emotional intelligence to resolve guest challenges, collaborating with Managers as needed
- Remain up-to-date on hotel events and activities, providing accurate information in a timely manner
- Respond to emergency situations according to hotel guidelines, prioritizing guest safety and well-being
- Contribute to achieving individual and team Key Performance Indicators (KPIs)
- Support other responsibilities as assigned by management
Requirements:
- Proven experience as a hotel reservation agent, concierge, or in a customer service role is an advantage
- Fluency in reading, writing, and speaking English and Japanese, as the successful candidate will liaise with Japanese/English-speaking guests
- Excellent verbal and written communication skills
- Polite, confident, and patient demeanor
- Customer-centric attitude and ability to work effectively under pressure
- Ability to compose oneself when handling complaints and emergencies
- Multitasking skills and comfort with applications and technology
- Rotational shifts, including public holidays and overnight shifts, depending on operational needs
- Collaborative mindset and adaptability in a dynamic environment
- Maturity, attention to detail, resourcefulness, and ability to work independently
- Flexibility to accommodate changes in business/operational needs
- Able to work at a computer and sit for extended periods
- Candidates who demonstrate competencies to work independently with minimal supervision may be offered remote work opportunities
- Proficiency in Japanese for effective communication with Japanese-speaking guests
About Us:
Marina Bay Sands is committed to fostering a diverse, inclusive, and equitable workforce, providing equal opportunities as we grow our talent base. Our employees adhere to all rules, regulations, policies, and procedures, including those related to conduct and business ethics.
Estimated Salary: SGD 40,000 - SGD 60,000 per annum, depending on experience and qualifications.
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