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As an Inbound Travel Agency Customer Service Officer/Executive stationed at a hotel's tour desk in Singapore, your role revolves around providing exceptional customer service to guests, promoting and selling Singapore attraction tickets and tour products, managing client inquiries and concerns, and efficiently handling sales through the in-house system, including tour planning and invoicing.Job Responsibilities: Customer Service: Greet and assist hotel guests in a friendly and professional manner, offering information on local attractions, tours, and services.Provide exceptional customer service, addressing guest inquiries, offering recommendations, and resolving issues promptly. Sales and Promotion: Promote and sell Singapore attraction tickets and tour products to hotel guests, tailoring offerings to their interests and preferences.Utilize your knowledge of Singapore's attractions and tours to make compelling sales pitches. Tour Planning: Assist guests in planning their itineraries, recommending tours, and helping them make informed decisions about their Singapore experience.Provide insights into the best times to visit attractions and any special events or promotions. Invoicing and Sales Entry: Efficiently enter sales and booking information into the in-house system (e.g., Tourplan) to facilitate accurate invoicing and record-keeping.Ensure that all transactions are processed accurately and in compliance with company procedures. Guest Assistance: Address and resolve guest complaints or concerns professionally and effectively, seeking solutions that enhance their experience.Collaborate with relevant teams or departments to resolve complex issues. Upkeep of Tour Desk: Maintain a tidy and organized tour desk, ensuring that promotional materials and brochures are readily available for guests.Ensure that all equipment and technology (e.g., computer systems) are in working order. Product Knowledge: Stay informed about the latest attractions, tours, and promotions in Singapore to provide up-to-date information to guests.Continuously improve your knowledge of the local tourism landscape.Education, Qualifications, Skills, and Experience: Education: A Diploma or equivalent is typically required. Additional education in tourism, hospitality, or a related field can be advantageous. Experience: A minimum of 1 year of experience in a customer service role, preferably within the travel and tourism industry, is essential. Sales Skills: Strong sales and persuasion skills to effectively promote and sell attraction tickets and tour products to guests. Customer Service Excellence: Exceptional customer service skills, including active listening, problem-solving, and a genuine desire to assist guests. Product Knowledge: In-depth knowledge of Singapore's attractions, tours, and services, enabling you to make tailored recommendations to guests. Computer Proficiency: Familiarity with reservation and invoicing systems, with the ability to accurately enter and manage sales data. Communication: Excellent verbal and written communication skills in English, and proficiency in additional languages, if applicable, to accommodate a diverse guest clientele. Interpersonal Skills: Strong interpersonal skills to build rapport with guests, address complaints diplomatically, and work effectively with colleagues. Problem-Solving: Effective problem-solving skills to handle guest issues and find suitable solutions. Organizational Skills: Strong organizational skills to manage sales records, promotional materials, and daily tasks efficiently. Professional Appearance: Maintain a professional appearance and demeanor at all times to represent the travel agency and hotel effectively.
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