Overview

• Salary

  3,000 SGD ~ 3,300 SGD

• Industry

  Hospitality & Tourism

• Job Description

  Our Client is the customer service center of the world's most famous hotel. They are currently expanding the Korean desk and this person will handle 50% of Korean guests and 50% from other regions.
  
  Shift Hours:
  1)6am-3pm
  2)7am-4pm
  3)8am-5pm
  4)12pm-9pm
  
  【 What you will be doing 】
  Policies and Procedures
  - Protect the privacy and security of guests and coworkers.
  - Maintain confidentiality of proprietary materials and information.
  - Follow company and department policies and procedures.
  - Perform other reasonable job duties as requested by Supervisors.
  
  Guest Relations
  - Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and requests.
  - Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs
  - Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel
  - Embrace loyalty and connect them to our brands or hotels at every opportunity.
  - Support loyalty programs by enrolling customers at every opportunity.
  
  Reservation Services
  - Verify all reservation information with customers to ensure accuracy.
  - Determine the most appropriate room type to meet guest requirements and maximize room rate.
  - Explain guarantee and cancellation policies to customers.
  - Describe room accommodations and benefit feature sale amenities to guests.
  - Assign confirmation/cancellation numbers and clearly relay this information to customers, giving them the option of emailing and/or faxing these numbers.
  - Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
  - Input and access data in the reservation system by entering correct information into proper fields.
  
  Communication
  - Share the process for follow-up on any guest case issues to ensure the guest knows what happens next.
  - Utilize all resources to stay up to date with new standards initiated by CEC
  - Speak to guests and co-workers using clear, appropriate and professional language.
  - Talk with and listen to other employees to effectively exchange information.
  
  Working with Others
  - Support all co-workers and treat them with dignity and respect.
  - Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  Quality Assurance/Quality Improvement
  - Handle customers with a First Call Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue.
  - Comply with quality assurance expectations and standards.
  - Efficiently navigate all systems.
  
  Physical Tasks
  - Enter and locate work-related information using computers and/or other methods.
  - Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.