Guest Experience Expert, Service Express

About the role

A full-time, non-management Guest Experience Expert position within Rooms & Guest Services Operations at a Westin property in Singapore. The role handles guest requests and enquiries by phone, email, chat and mobile devices, and supports guests with room service and room features.

Key responsibilities

• Answer, record and process guest requests, questions and concerns by telephone, email, chat and mobile devices.
• Operate the telephone switchboard, handle wake-up calls and direct calls to the right extension.
• Receive, record and relay messages accurately, and log guest requests or issues in the computer, contacting the right department (e.g. Bellperson, Housekeeping) and following up until the guest is satisfied.
• Tell guests about room features, property amenities and local areas of interest.
• May process room service orders, answer menu questions and record transactions in the point-of-sale system.
• Help guests access the internet and guestroom entertainment.
• Welcome guests according to company standards, anticipate their needs, assist people with disabilities and thank them sincerely.
• Follow company policies, keep a clean and professional appearance, protect confidential information and company assets, and meet quality assurance standards.
• Work with colleagues in a professional way and perform other reasonable duties asked by supervisors.

Required profile

• High school diploma or G.E.D. equivalent preferred.
• No related work experience or supervisory experience required.
• Ability to stand, sit or walk for long periods and to lift objects of up to 10 pounds.