Guest Experience Expert – Call Centre (i‑Job Program)

About the role

The Guest Experience Expert supports supervisors and managers in daily call‑centre operations at a Marriott hotel in Singapore. The role handles all telephone enquiries, morning calls and guest requests, ensuring professional etiquette and adherence to operating procedures.

Key responsibilities

• Manage the telephone console, including DND, busy lines, and call transfers.
• Take messages, monitor telephone printers for wake‑up calls, and program morning calls.
• Answer morning calls, update the back‑office information board, and monitor hourly contingency reports.
• Maintain an up‑to‑date telephone extension list and assist guests with outgoing calls and after‑hours reservations.
• Record guest complaints and feedback in Empower (GXP) and ensure service aligns with the hotel’s corporate image.
• Handle cash transactions, count bank at shift end, complete cashier reports, and follow security procedures for bank handling.
• Follow grooming standards, SOPs, audit guidelines, and participate in emergency and evacuation procedures.
• Perform rotating shift duties, including overnight work.

Required profile

• Professional Certificate/NiTEC in any field.
• 1–2 years of experience in a hotel call centre (fresh graduates welcomed).
• Customer‑oriented attitude with ability to start on short notice.
• Willingness to work rotating shifts, including overnight.
• Meticulous cash‑handling skills.

Required skills

• Opera hotel property management system.
• Micros point‑of‑sale/guest service system.
• Empower (GXP) complaint management system.
• Telephone console operation.