- Proactively liaise with property managers to accurately structure, set up and oversee reservation confirmation templates and other property content within the Ascott's reservation systems, to ensure the reservation offices worldwide are equipped with the most current property information.
- Ensure the reservation contact centres' knowledge base and canned responses are consistently and accurately updated with the current information for customer interactions.
- Handle VIP interactions and escalations with a high level of professionalism, ensuring exemplary services tailored to our esteemed priority customers.
- Support and ensure the smooth daily operations of the reservation contact centres.
- Vigilantly monitor service levels & response times within the contact centres.
- Develop, record, and maintain standards and guidelines for both the contact centre and reservation processes.
- Manage and support the infrastructure and systems of Ascott's reservation contact centres including omnichannel cloud contact centre systems for the voice, email, chat, and digital channels.
- Manage and support the contact centres' telephony-related matters.
- Manage and support Ascott's reservation-related systems including PMS, survey system, etc.
- Provide administrative support for the contact centres including system setups, UAT, user access management, etc.
- Provide statistical reporting on the contact centres' performance.
- Possess at least a diploma, in Hospitality or equivalent
- Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
- Good written and verbal communications skills
- Team player with strong interpersonal skills and a positive attitude
- Detail-oriented with good problem-solving capabilities
- Customer-focused mindset
- Previous working experience, preferably in a contact centre or reservations environment
- Comprehensive medical coverage
- Training and development opportunities
- Subsidised rates at Ascott serviced residences
- Strong advocate of staff volunteerism
- Wellness programmes
Executive/Senior Executive, Global Reservation - Singapur, Singapore - CapitaLand
Description
Description
Reporting to the Senior Manager, Global Reservations, the Executive, Global Reservations provides a supporting role to both the Senior Manager and Manager to ensure the Ascott Reservations Offices worldwide continue to operate with high efficiency and world-class service standards.
Property Content Setup and Support
Contact Centre Operations
System Management & Reporting
The Company may assign duties in addition to those listed/described above and/or vary the scope of work according to business requirements.
Requirement
Benefits
Closing Statement:
At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.
Only shortlisted candidates will be notified.