Marina Bay Sands Pte Ltd

Guest Service Agent - Call Centre Agent (Express Service)

Marina Bay Sands Pte Ltd Date Posted: 22-May-2018

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Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

JOB SCOPE

  • Handle and assist guests via internal/ external incoming calls and emails of the hotel and general inquiries hotline
  • Handle first level guest complaints and resolve them with calm and professionalism
  • Communicate situations where guests are dissatisfied or experiencing a problem and offer/discuss the resolution to the Manager on Duty promptly
  • Take requests for wake-up calls and follow through to ensure guests receive their wake-up call at the requested time
  • Ensure accuracy & promptness in relaying to guests’ messages
  • Maintain up-to-date hotel information of events and activities so that guests will receive accurate and prompt information when requested
  • Perform functions of Concierge, Sales & Front Office services and requests effectively & efficiently
  • Respond to emergency situations with composure and effectively, according to hotel guidelines
  • Ensure that all individual, team and departmental KPI’s are achieved
  • Any other responsibilities that may be assigned from time to time

JOB REQUIREMENTS

  • GCE ‘O’ Level, Nitec or higher
  • Candidates with hotel or tourism experience will have an added advantage
  • Demonstrate knowledge and proven experience in Customer Service and Complaint handling skills
  • Strong operational background with good organizational and problem solving skills
  • Must have the ability to handle multiple tasks simultaneously and work well under pressure
  • Candidates must possess computer & internet knowledge
  • Must be fluent in reading, writing and speaking English
  • Proficiency in other languages such as Mandarin, Malay, Japanese and Korean are extremely beneficial
  • Possesses pleasant voice with excellent telephone etiquette 
  • Must be customer or service oriented.
  • Must possess effective communication skills, both verbal and written
  • Proficient in Microsoft Office applications such as Microsoft Outlook
  • Must be willing to work any day of the week, rotational shifts (including public holidays and overnight shifts) depending on operation needs
  • A good team player and takes initiative to assist other Team Members when require
  • Must be goal-oriented and highly motivated self-starter with the ability to adapt to changes in a dynamic environment
  • Mature, meticulous, resourceful, organized and able to work independently
  • Work is carried out predominantly in the Express Service Department in Singapore but is subject to change to meet business/operational needs
  • Able to work in front of computer screen for extended periods of time
  • Able to type using computer keyboards for extended periods of time
  • Able to sit for extended periods of time

JOB SCOPE

  • Handle and assist guests via internal/ external incoming calls and emails of the hotel and general inquiries hotline
  • Handle first level guest complaints and resolve them with calm and professionalism
  • Communicate situations where guests are dissatisfied or experiencing a problem and offer/discuss the resolution to the Manager on Duty promptly
  • Take requests for wake-up calls and follow through to ensure guests receive their wake-up call at the requested time
  • Ensure accuracy & promptness in relaying to guests’ messages
  • Maintain up-to-date hotel information of events and activities so that guests will receive accurate and prompt information when requested
  • Perform functions of Concierge, Sales & Front Office services and requests effectively & efficiently
  • Respond to emergency situations with composure and effectively, according to hotel guidelines
  • Ensure that all individual, team and departmental KPI’s are achieved
  • Any other responsibilities that may be assigned from time to time

JOB REQUIREMENTS

  • GCE ‘O’ Level, Nitec or higher
  • Candidates with hotel or tourism experience will have an added advantage
  • Demonstrate knowledge and proven experience in Customer Service and Complaint handling skills
  • Strong operational background with good organizational and problem solving skills
  • Must have the ability to handle multiple tasks simultaneously and work well under pressure
  • Candidates must possess computer & internet knowledge
  • Must be fluent in reading, writing and speaking English
  • Proficiency in other languages such as Mandarin, Malay, Japanese and Korean are extremely beneficial
  • Possesses pleasant voice with excellent telephone etiquette 
  • Must be customer or service oriented.
  • Must possess effective communication skills, both verbal and written
  • Proficient in Microsoft Office applications such as Microsoft Outlook
  • Must be willing to work any day of the week, rotational shifts (including public holidays and overnight shifts) depending on operation needs
  • A good team player and takes initiative to assist other Team Members when require
  • Must be goal-oriented and highly motivated self-starter with the ability to adapt to changes in a dynamic environment
  • Mature, meticulous, resourceful, organized and able to work independently
  • Work is carried out predominantly in the Express Service Department in Singapore but is subject to change to meet business/operational needs
  • Able to work in front of computer screen for extended periods of time
  • Able to type using computer keyboards for extended periods of time
  • Able to sit for extended periods of time

Company Overview

Marina Bay Sands Pte Ltd
Marina Bay Sands® is Asia’s leading destination for business, leisure and entertainment delivering once-in-a-lifetime experiences. The landmark building is situated in the heart of Singapore’s Central Business District and transforms Singapore’s skyline and the country’s tourism landscape. The destination offers a luxury hotel, state-of-the art convention and exhibition facilities, theaters, world-class entertainment and the best shopping and dining in the region. The three hotel towers are crowned by the Sands SkyPark® on the 57th story. Product & Services Conveniently located in the heart of the Central Business District and 20 minutes from Changi Airport.