Job Description

Job Number 22179158
Job Category Rooms & Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

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 * Manages the console (e.g. DND, busy verify lines).

• Receives and transfers all calls to respective extensions and rooms.
• Assisting and providing information for all callers.
• Ensure checklists are completed by GRA.
• Monitoring all the telephone printers.
• To supervise emergency and evacuation procedures.
• Assisting all guests with outgoing phone calls.
• Ensure all Rooms Reservations follow-ups are done.
• Ensuring all guests' complaints and feedback are recorded and updated in the Guest Response Log on a timely manner.
• Responsible for coaching and counseling of the GRAs. New hired GRA will be attached for the first 3 months. Will act as a 'Buddy' the new GRA.
• First responder for Mobile Chat / Pre Arrival Request / CEC Cases
• Additional task like the following:

• Planning of Roster - AYS
• In charge of Upselling & Upselling Training for In-Room Dining / Rooms
• To provide department training daily for associates
• Maintain effective service in line with the Hotel's Corporate Image

• Company's Grooming Standard
• Standard Operation Procedures
• Departmental Policies
• Corporate Policies
• 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.

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment(TM).