Guest Experience Consultant – Hotel Reservations (Japanese-speaking) - Call Center Environment

Marina Bay Sands Pte Ltd Date Posted: 13-Nov-2017

Save Job

Job Description

  • To use selling techniques, relationship building, knowledge of the resort and technical skills provided to optimize the guest experiences.
  • Well-equipped with the knowledge to cross- sell and up-sell Marina Bay Sands products, services and attractions when handling a reservation and inquiry.
  • To accurately capture, input and verify all relevant information including all additional products, features and services when making a guest booking to provide guests a seamless experience upon their arrival and during their stay.
  • Responsible for individual performance and incorporating all corrective action plans including required training identified by your manager.
  • To convey a genuine, welcoming and professional level of communication and service at all times while on the telephone and in any form of written communication.
  • Strictly adhere to all service delivery, selling and technical execution standards in place during the booking process.
  • Strictly adhere to the standards for protocol and decorum in the call center and at all times.
  • Responsible for providing timely and accurate information to all internal and external parties involved in building and selling the guest experience.
  • Provide on-time and accurate information to all 3rd party providers involved in creating a guest reservation and subsequent experience options.
  • Communicate in a professional, timely, efficient and effective manner with all departments involved in fulfilling guest experience based on the booking requirements.
  • Manage and confirm all modifications, changes or updates to existing bookings timely and accurately.
  • Ensure accuracy of all payment arrangements associated with a guest booking.
  • Assume responsibility for managing all guest concerns and know when they need to be escalated to a manager.
  • Must be able to work independently in a call center environment, maintaining a high level of productivity, organization and service levels for every guest inquiry handled.
  • Awareness of the availability of products, services, offerings, attractions and amenities for sale and accountable for providing the most accurate and up to date property information.

Job Requirement

  • Possess Diploma / NITEC qualifications with major in hospitality / business management preferred.
  • Any Travel Agent / Travel planning certification is an advantage.
  • Possess relevant experience in a sales, call center, travel industry or hospitality operations experience is beneficial.
  • Possess excellent verbal and written communication skills; fluent in English and Japanese (to communicate with Japanese-speaking guests)
  • Must be able and willing to work on rotating shifts, weekends and public holidays.
  • Proficient using Microsoft Office applications to include but not limited to Microsoft Outlook, Word and Excel.
  • An ability to quickly and accurately type and input required information using a computer keyboard preferred.
  • To deliver excellent customer service such as information of the hotel.
  • Handle corporate group reservations
  • Achieve a high level of customer service delivery across the operations.
  • Manage all service issues in a timely and professional manner and escalate accordingly where required.
  • To use selling techniques, relationship building, knowledge of the resort and technical skills provided to optimize the guest experiences.
  • Well-equipped with the knowledge to cross- sell and up-sell Marina Bay Sands products, services and attractions when handling a reservation and inquiry.
  • To accurately capture, input and verify all relevant information including all additional products, features and services when making a guest booking to provide guests a seamless experience upon their arrival and during their stay.
  • Responsible for individual performance and incorporating all corrective action plans including required training identified by your manager.
  • To convey a genuine, welcoming and professional level of communication and service at all times while on the telephone and in any form of written communication.
  • Strictly adhere to all service delivery, selling and technical execution standards in place during the booking process.
  • Strictly adhere to the standards for protocol and decorum in the call center and at all times.
  • Responsible for providing timely and accurate information to all internal and external parties involved in building and selling the guest experience.
  • Provide on-time and accurate information to all 3rd party providers involved in creating a guest reservation and subsequent experience options.
  • Communicate in a professional, timely, efficient and effective manner with all departments involved in fulfilling guest experience based on the booking requirements.
  • Manage and confirm all modifications, changes or updates to existing bookings timely and accurately.
  • Ensure accuracy of all payment arrangements associated with a guest booking.
  • Assume responsibility for managing all guest concerns and know when they need to be escalated to a manager.
  • Must be able to work independently in a call center environment, maintaining a high level of productivity, organization and service levels for every guest inquiry handled.
  • Awareness of the availability of products, services, offerings, attractions and amenities for sale and accountable for providing the most accurate and up to date property information.

Job Requirement

  • Possess Diploma / NITEC qualifications with major in hospitality / business management preferred.
  • Any Travel Agent / Travel planning certification is an advantage.
  • Possess relevant experience in a sales, call center, travel industry or hospitality operations experience is beneficial.
  • Possess excellent verbal and written communication skills; fluent in English and Japanese (to communicate with Japanese-speaking guests)
  • Must be able and willing to work on rotating shifts, weekends and public holidays.
  • Proficient using Microsoft Office applications to include but not limited to Microsoft Outlook, Word and Excel.
  • An ability to quickly and accurately type and input required information using a computer keyboard preferred.
  • To deliver excellent customer service such as information of the hotel.
  • Handle corporate group reservations
  • Achieve a high level of customer service delivery across the operations.
  • Manage all service issues in a timely and professional manner and escalate accordingly where required.

Company Overview

Marina Bay Sands Pte Ltd