Coordinating Guest Experiences

5 days ago

Singapore beBeeReservations Full time $45,000 - $55,000
About Our Hotel \\[br]At voco Orchard Singapore, we are looking for a Reservation and Instant Service Coordinator to join our team. The successful candidate will be responsible for managing all internal and external calls, providing exceptional service to our guests, and ensuring a seamless experience from check-in to check-out.

About the Job \[br]The Reservation and Instant Service Coordinator is a key member of our front office team, responsible for handling guest inquiries, making reservations, and processing requests. This role requires excellent communication skills, attention to detail, and the ability to work well under pressure.

  • Promote teamwork and quality service through daily communications and coordination with other departments.
  • Notify sales of any group bookings.
\[br]Financial Aspects \\[br]As a Reservation and Instant Service Coordinator, you will have the opportunity to up-sell rooms, suggest alternate dates for sold-out periods, and maximize hotel revenue through effective yield management strategies. You will also be responsible for preparing reports accurately and truthfully, including up-sell reports and reconversion reports.

  • Up-sell rooms where possible according to established procedures to maximize hotel average room rate.
  • Suggest alternate dates for sold-out periods.
\[br]Guest Experience \\[br]As a Reservation and Instant Service Coordinator, you will be the first point of contact for many of our guests. It is essential that you provide exceptional service, demonstrate a deep understanding of our hotel's systems and services, and respond promptly to guest inquiries and complaints.

  • Sell voco Orchard Singapore products and services using up-selling, cross-selling, and suggestive selling techniques to maximize total hotel revenue.
  • Demonstrate an in-depth knowledge and understanding of hotel and IHG systems - Opera PMS, and guest complaints tracking system in particular, to ensure appropriate capture of data for operation team to meet guest's requirements during their stay.
  • Answer phone calls in a prompt (within four rings) and courteous manner, while adhering to Brand Standards.
  • Provide recommendations to guests, based on their purpose of travel or stay, the number of people in the travelling party, etc.
  • Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
  • Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
  • Own and resolve guest problems or complaints using appropriate service recovery guidelines.
\[br]Responsibilities \\[br]In addition to your core responsibilities, you will also be required to maintain knowledge of special rates, offers, or promotions in the hotel to provide correct and updated information to guests. You will handle credit card information and charges for all pre-paid reservations securely and accurately, with the goal of maximizing guest satisfaction and reducing rebates. You will also perform other duties as assigned to support other hotel functions as and when required.

  • Make reservations accurately on Opera PMS, capturing the correct guest profile (including membership details), stay dates, rates, etc.
  • Process requests for cancellations, reservation revisions, information, or guest preference updates.
  • Clean up new reservations, from pro-actively checking for duplicate bookings to processing special requests (e.g. honeymoon or birthday amenities, alerts for any allergies, etc.) to ensure a perfect stay experience for all guests.
  • Create room blocks for Group bookings on Opera PMS, and communicate with Business Development Managers on cut-off date, group block pick-up and washes.
  • Manage 'no show' reservations by investigating and recording of the same, and providing advice to Front Office on charges (if required).
  • Maintain knowledge of special rates, offers, or promotions in the Hotel to be able to provide correct and updated information to guests.
  • Prepare reports accurately and truthfully (e.g. up-sell report, reconversion reports, etc.).
  • Handle credit card information and charges for all pre-paid reservations securely and accurately, with the goal of maximizing guest satisfaction and reducing rebates.
  • Handles non-phone calls tasks (including but not limited to emails, group bookings, requests from Sales, cleaning up of traces, etc.)
  • Provide support to operational team in the conversion of Food and Beverage and In-room Dining calls.
  • Work as part of a team and communicate with other departments as per Hotel procedures to ensure excellent quality and service.
  • Perform other duties as assigned, to support other Hotel functions as and when required.
\[br]Requirements \[br]To be considered for this role, you must possess a Higher NITEC or Diploma in hospitality and tourism management, customer experience management, or any other relevant qualification. A minimum of 1 year experience working in the hotel industry is also required. Proficiency in Opera Property Management System will be an added advantage. Fluency in English and another language is essential, as is the ability to work weekends, evenings, and public holidays. Great communication skills, the ability to interact with guests, employees, and third parties, and a passion for delivering exceptional service are also essential qualities for this role.

  • Higher NITEC or Diploma in hospitality and tourism management, customer experience management, or any other relevant qualification.
  • Minimum 1 year experience working in hotel industry.
  • Proficiency in Opera Property Management System will be an added advantage.
  • Able to work weekends, evenings, and public holidays.
  • Must speak fluent English and another language.
  • Great communication skills, ability to interact with guests, employees, and third parties that reflect highly on the hotel, the brand, and the company.
\[br]What We Offer \\[br]We offer a competitive salary and benefits package, including great room discounts and superb training opportunities. Join us and become part of the global IHG family, where we work together to deliver exceptional service and create memorable experiences for our guests. If you are passionate about delivering exceptional service and joining a dynamic team, we encourage you to apply for this exciting opportunity.\[br]\[br

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