Guest Relations Agent (Call Centre)
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Hotel & Accommodation Services | Front Office | Front Office Officer / Guest Services Officer / Guest Relations Officer / Front Office Agent / Guest Services Agent / Guest Relations Agent
Job Type:
Full Time,
Permanent,
Career Conversion Program (GOVERNMENT SUPPORT),
Mid-Career Attachment (GOVERNMENT SUPPORT)
Job Suitable For:
#inclusive#midcareer#freshgrads#skills-training#LTVP
Benefits:
health & wellness benefits
free food & beverages
training opportunities
personal development benefits
No. of Vacancies:
2
Job Description
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
- Cash/Bank Handling
· Process all payment methods in accordance with Accounting procedures and policies.
· Follow property control audit standards and cash handling procedures (e.g., blind drops).
· Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
· Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
· Transport bank to/from assigned workstation, following security procedures.
· Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.
- To ensure and follow established procedures and compliance as per LSOP guidelines.
- Any other duties as may be assigned from time to time.
JOB REQUIREMENTS
- Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
- 1-2 years of relevant working experience in handling Call Centre Operations. Fresh graduates are welcomed.
- Great communication & interpersonal skills.
- Rotating shift work, including overnight shifts.
- Able to start work within short notice period.
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
- Cash/Bank Handling
· Process all payment methods in accordance with Accounting procedures and policies.
· Follow property control audit standards and cash handling procedures (e.g., blind drops).
· Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
· Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
· Transport bank to/from assigned workstation, following security procedures.
· Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.
- To ensure and follow established procedures and compliance as per LSOP guidelines.
- Any other duties as may be assigned from time to time.
JOB REQUIREMENTS
- Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
- 1-2 years of relevant working experience in handling Call Centre Operations. Fresh graduates are welcomed.
- Great communication & interpersonal skills.
- Rotating shift work, including overnight shifts.
- Able to start work within short notice period.
Job Criteria/Requirements
Qualifications:
NITEC
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