Executive, Guest Correspondence

2 weeks ago

Islands District, Singapore Resorts World at Sentosa Pte Ltd Full time $40,000 - $60,000 per year

The Executive in Guest Correspondence focuses on managing guest communications and feedback through various channels, ensuring high standards of customer service in both written and verbal interactions. It involves handling guest inquiries, generating accurate reports, and collaborating with internal teams to resolve issues and improve workflows. The position also supports enhancement projects and assists the management team with operational and administrative tasks as needed.

Job Responsibilities:

  • Attend to guest inquiries and feedback received via email, online platforms, and, where applicable, on-site interactions.
  • Act as the daily rotational lead to ensure consistency, quality and the provision of exemplary customer service via written and verbal correspondence.
  • Ensure consistency, quality, and the delivery of excellent customer service in both written and verbal communication.
  • Conduct telephone conversations with guests when necessary.
  • Comply with departmental standards and ensure all work adheres to company policies and procedures.
  • Generate and submit daily reports accurately and on time.
  • Collaborate with cross-departmental teams to resolve guest feedback effectively.
  • Work closely with the Area Manager and management team to monitor and evaluate workflow processes, identifying areas for improvement.
  • Support and contribute to enhancement projects aimed at improving guest experiences.
  • Assist the management team with additional tasks and responsibilities as assigned.

Job Requirements:

  • Proficiency in English, with strong writing and communication skills to effectively correspond with guests via emails and phone calls.
  • Proficiency in an additional language is advantageous (e.g., Mandarin or other languages) to better support communication (verbal or email) with guests who prefer to correspond in their native language.
  • Prior knowledge of the Customer Experience Management (CXM) system.
  • Strong customer service and communication skills to handle guest interactions, feedback, and service recovery with professionalism.
  • Excellent administrative skills, including email writing (and phone etiquette) and proper documentation and filing of records.
  • Attention to cleanliness and workplace order, ensuring all work areas meet safety, hygiene, and presentation standards.
  • Team player with good interpersonal and people skills.
  • Able to perform shift work, and willing to work during evenings, weekends and public holidays.

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