Guest Service Representative

7 days ago


Singapore Marriott International Full time

JOB SUMMARY

As a key member of our team, you will assist managers in ensuring daily operations run smoothly. This includes handling telephone enquiries professionally, adhering to operating procedures, and training Guest Relations Agents.

JOB DUTIES AND RESPONSIBILITIES

  • Ensure all Standard Operating Procedures and Local Operating Procedures are followed.
  • Master all duties and responsibilities of a Guest Relations Agent and provide guidance and supervision.
  • Manage internal and external phone calls, including receiving and transferring calls to respective extensions and rooms.
  • Assist with General Information enquiries for callers.
  • Complete tasks on checklists by respective shift.
  • Assist guests with overseas / outgoing phone calls.
  • Ensure all guests' complaints and feedback are raised and updated accordingly.
  • Respond to Mobile Chat / Pre Arrival Request / CEC Cases / General Emails and meet relevant goals and targets.
  • Coach and counsel Guest Relations Agents, including new hires.
  • Supervise emergency and evacuation procedures.
  • Additional tasks may include Upselling & Upselling Training for In-Room Dining / Rooms and daily department training.
  • Maintain effective service in line with the Hotel's Corporate Image.
  • Follow established procedures and compliance as per LSOP guidelines.
  • Perform any other duties as assigned.

JOB REQUIREMENTS

  • Must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
  • At least 2 year(s) of working experience in the related field is required.
  • Experience in handling Call Centre Operations is essential.
  • Great communication & presentation skills.
  • Proficient in problem-solving & follow-up skills.
  • Customer-oriented, well organized & outgoing personality.
  • Rotating shift work basis.
  • Able to start work immediately or within short notice period.


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