JOB SUMMARY
Assist 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. Ensuring all GRAs are well trained and to be readily groomed for the next position.
JOB DUTIES AND RESPONSIBILITIES
- Manages internal and external phone calls.
- Receives and transfers calls to respective extensions and rooms.
- Assisting and providing General Information enquiries for callers.
- Ensure task(s) on checklists are completed by respective shift.
- Assisting guests with overseas / outgoing phone calls.
- Ensure all Rooms Reservations follow-ups are done.
- Ensuring all guests’ complaints and feedback are raised and updated accordingly.
- First responder for Mobile Chat / Pre Arrival Request / CEC Cases / General Emails
- Responsible for coaching and counseling of the GRAs. New hired GRA will be attached for the first 3 months and GRO will act as a ‘Buddy’ to the new GRA.
- To supervise emergency and evacuation procedures.
- Additional task like the following:
- In charge of Upselling & Upselling Training for In-Room Dining / Rooms
- To provide department training daily for associates
12. Maintain effective service in line with the Hotel’s Corporate Image
- Company’s Grooming Standard
- Standard Operation Procedures
- Departmental Policies
- Corporate Policies
13. To ensure and follow established procedures and compliance as per LSOP guidelines.
14. 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.
- At least 2 year(s) of working experience in the related field is required for this position.
- Have experience in handling Call Centre Operations.
- Great communication & presentation skills.
- Proficient in problem-solving & follow-up skills.
- Customer-oriented, well organized & outgoing personality.
- Rotating shift work basis.
- Able to start work immediately or within short notice period.
We regret that only shortlisted applicants will be notified.
