Guest Experience Expert

1 week ago

Singapore SINGAPORE MARRIOTT TANG PLAZA HOTEL Full time
Roles & Responsibilities

JOB SUMMARY

Assist Supervisors and managers to ensure that daily operations are run smoothly. Ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures. Attend to guests' morning calls and other requests.

JOB DUTIES AND RESPONSIBILITIES

  • Manages the console (e.g. DND, busy verify lines).
  • Receives and transfers all calls to respective extensions and rooms.
  • Assisting and providing information for all callers.
  • Take down messages for guests.
  • Ensure checklists are done accurately.
  • Monitoring all the telephone printers – for wake up calls.
  • Assist to carry out emergency and evacuation procedures.
  • Responsible for morning calls
  • Take down and programme morning calls.
  • Ensure all morning calls are answered.
  • Update the Back Office information white board.
  • Monitor the contingency reports every hour.
  • Maintaining an updated telephone extension list.
  • Assisting guests with outgoing phone calls.
  • Assisting guests with new reservations after office hours.
  • Ensuring all guests' complaints and feedback are recorded in Empower (GXP).
  • Maintain effective service in line with the Hotel's Corporate Image
    - Company's Grooming Standard
    - Standard Operation Procedures
    - Departmental Policies
    - Corporate Policies

18. Cash/

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