Guest Services Representative - Singapore - BS TECH PTE. LTD.

Description

•To handle customer requests or enquiry via phone, email, and/or chat.

•Interact with customers to provide information in response to inquiries and to handle and resolve complaints.

•Establish relationships with customers with a positive customer experience feeling after every contact.

•Communicate responses in a clear, professional, timely and concise manner.

•Work with team and resources to provide customer with requested service.

•Comply with legal requirements in a lodging property for staff.

•Conduct business continuity exercises and tests.

•Conduct staff performance assessment process.

•Work collaboratively with other staff members to maintain a positive and efficient working environment

•Assist in organizing and coordinating special events

•Uphold and enforce the organization's standards for quality and customer service

•Develop a work team.

•Foster service innovation.

•Implement service recovery framework.

•Lead workplace communication and engagement.

•Manage customer acquisition and retention programmes.

•Manage guest/customer experience.

•Manage loss/risk prevention.

•Manage relationship with customers.

•Manage the service brand.

•Manage workplace challenges with resilience.

•Monitor and reward performance in a team to support achievement of results.

•Monitor front office operations.

•Good problem solving and decision-making skills

•Other ad-hoc duties as assigned.

•Excellent verbal and written communication skills

•Customer service oriented, result driven & good team player.

•Familiarity with customer relationship management (CRM) software

•Strong interpersonal skills and the ability to establish rapport with customers

•Problem-solving skills to address guest concerns and find suitable resolutions

•Cultural sensitivity and the ability to interact with guests from diverse backgrounds

Proficient in Microsoft Office (especially Excel , PowerPoint and Tally. ERP 9);

•Able to work in a fast paced environment;

•Able to commit to weekends and public holidays.

•Rotational shift- Monday to Friday or Wednesday to Sunday.

•Knowledge in Taxation Law , Marketing Management , Financial management , Human resource Management and Logistic management would be advantageous

•Able to travel – 90%(Local & Oversea )