JOB SCOPE
- Be customer centric with internal and external guests via all communication channels.
- Deliver high touch experience that is aligned with Company Service Strategy to all guests.
- Tackle first level complaint with a pleasant disposition.
- Agility to handle services and requests effectively & efficiently.
- Apply logic in guests challenges and proactively offer/discuss resolution with a Manager on Duty.
- Up-to-date with hotel information of events/activities to provide accurate information in a timely manner.
- Responsive to emergency situations in according to hotel guidelines.
- Contribute to achieve individual and team KPIs.
- Support other responsibilities that may be assigned from time to time.
JOB REQUIREMENTS
- Minimally GCE ‘O’ Level, Nitec or higher.
- Customer centric attitude and work well under pressure.
- Compose in handling complaints and emergencies.
- Ability to multi-task and comfortable with applications and technology.
- Excellent telephone etiquette.
- Effective communication skills, both verbal and written.
- Rotational shifts including public holidays and overnight shifts, depending on operation needs.
- High collaboration and adaptable to changes in a dynamic environment.
- Mature, meticulous, resourceful, organized and able to work independently.
- Work is subjected to change to meet business/operational need.
- Able to work in front of computer and sit for extended periods of time.
- Candidates who have proven competencies to work independently and with little supervision will be offered the option to work from home.
