Guest Relations Officer (Call Centre)

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

1. Ensure all Standard Operating Procedures and Local Operating Procedures are adhered to and carried out.
2. Master all duties and responsibilities of a Guest Relations Agent and provide guidance and supervision while on shift.
3. Manages internal and external phone calls. Receives and transfers calls to respective extensions and rooms.
4. Assisting and providing General Information enquiries for callers.
5. Ensure task(s) on checklists are completed by respective shift.
6. Assisting guests with overseas / outgoing phone calls.
7. Check and ensure that all tasks, including hand-overs from the prior shift, stated on the associate’s daily operation checklists are completed before the end of each shift (Applies for all sections and including printing of reports required).
8. Ensuring all guests’ complaints and feedback are raised and updated accordingly. Log daily incidents (where applicable) and be aware of general liability issues and if unclear, to check with Duty Managers, before any actions taken.
9. First responder for Mobile Chat / Pre Arrival Request / CEC Cases / General Emails and also ensuring that the relevant goals and targets are met.
10. 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.
11. To supervise emergency and evacuation procedures.
12. Additional task like the following:
    - In charge of Upselling & Upselling Training for In-Room Dining / Rooms
    - To provide department training daily for associates
13. Maintain effective service in line with the Hotel’s Corporate Image
    - Company’s Grooming Standard
    - Standard Operation Procedures
    - Departmental Policies
    - Corporate Policies
14. To ensure and follow established procedures and compliance as per LSOP guidelines.
15. 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.