Reservations Agent

4 days ago

Singapore Crowne Plaza Hotel Changi Airport Full time

Job Description

As a Reservations Agent, you'll deliver exceptional guest experiences by handling hotel guest inquiries and room bookings through phone calls or emails promptly. This role will require you to commit to permanent night shift timing.

A little taste of your day-to-day

Every day is different, but you'll mostly be:

  • Assisting hotel guests in making hotel reservations, modifying or cancelling room bookings
  • Processing hotel room reservations through various channels such as phone, email and online platforms etc
  • Addressing guest concerns and providing information about hotel services, amenities and policies
  • Upselling of additional services such as dining options, room upgrades etc
  • Handling all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary
  • Positively deal with and learn from customers' complaints and comments with follow-up and feedback to the related Call Centre Manager / Duty Manager
  • Follow-up with guests to ensure satisfaction with problem resolution (service recovery)
  • Ensuring all guest requests and queries are responded to promptly and effectively
  • Handling and delivering all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner
  • Coordinating with relevant departments to ensure guest request is followed-up and ensures follow-up procedures are maintained
  • Ensuring timely wake-up call services for hotel guests
  • Handling

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