We are looking for a dedicated and personable Service Operator to join our team. As a Service Operator, you will be the first point of contact for our guests over the phone, ensuring that their requests and inquiries are handled efficiently and with the utmost professionalism. This role is crucial to delivering the exceptional guest experience Mondrian Singapore Duxton is known for.
Key Responsibilities:
- Answer all incoming calls promptly and professionally, directing them to the appropriate departments or handling guest requests directly.
- Process guest requests, such as room service, housekeeping, or maintenance needs, and ensure timely follow-up and resolution.
- Provide accurate information about hotel facilities, services, and local attractions to guests.
- Manage internal communication between departments to coordinate and fulfill guest needs seamlessly.
- Record and log guest requests and any service issues, ensuring clear communication and efficient solution.
- Handle emergency calls and follow hotel protocols to ensure guest and staff safety.
- Assist with wake-up calls and other routine guest service requests.
- Uphold hotel standards in all interactions to ensure a positive and welcoming guest experience.
Qualifications:
- Experience: Previous experience in a customer service role; experience in hospitality or hotel services is a plus.
- Communication Skills: Strong verbal communication skills in English; additional languages are an advantage.
- Technical Skills: Familiarity with hotel phone systems and property management systems is helpful.
- Customer Service: Friendly, patient, and committed to providing exceptional guest service.
- Problem-Solving: Ability to handle guest inquiries or issues calmly and efficiently.
- Team Player: Work collaboratively with all hotel departments to meet guest needs.
- Flexibility: Willing to work in shifts, including weekends, nights, and holidays.
How do I deliver this?
- Tell it like it is- Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
- I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
