Hotel Reservations Executive (Call Centre)

Description

The Hotel Reservations Executive (Call Centre) is responsible for managing incoming reservation inquiries and providing exceptional customer service to guests over the phone, email, and chat. This role plays a vital part in ensuring a seamless booking experience, addressing guest needs, and maximizing revenue through effective reservation management. The ideal candidate will possess strong communication skills, attention to detail, and a passion for the hospitality industry. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

* Assist guests in planning and booking reservations for Integrated Resort products and services. * Understand guests’ needs and offer personalized solutions to enhance their experience. * Maintain a customer-centric approach with both internal and external guests across all communication channels. * Provide a high-touch experience that aligns with the Company Service Strategy for all guests. * Address first-level complaints with a positive and friendly demeanor. * Demonstrate agility in managing services and requests effectively and efficiently. * Use logic and emotional intelligence to navigate guest challenges, proactively discussing resolutions with the Manager on Duty. * Stay informed about hotel events and activities to provide accurate information promptly. * Respond appropriately to emergency situations in accordance with hotel guidelines. * Contribute to achieving both individual and team KPIs. * Assist with other responsibilities as assigned periodically.

Qualifications and Requirements

* Proven experience as a hotel reservation agent, concierge, or in a customer service role is a plus. * Proficient in English; multilingual abilities are highly preferred. * Strong verbal and written communication skills. * Polite and self-assured, with a high level of patience. * Customer-centric mindset with the ability to perform well under pressure. * Calm and composed when addressing complaints and emergencies. * Capable of multitasking and comfortable using applications and technology. * Availability for rotational shifts, including public holidays and overnight shifts, based on operational needs. * Strong collaboration skills and adaptability to changes in a dynamic environment. * Mature, detail-oriented, resourceful, organized, and able to work independently. * Job responsibilities may change to meet business and operational requirements. * Ability to work at a computer and sit for extended periods. * Candidates demonstrating strong independent work skills with minimal supervision will have the opportunity to work from home.

Working Condition

Working hours

5 days / 44 hours