Guest Experience Expert (Call Centre, i-Job Program)

About the role

JW Marriott in Singapore is hiring a Guest Experience Expert for its i-Job program, a rotating position across the front office (Front Desk, Concierge, Bell & Executive Lounge). The role supports supervisors and managers in running daily operations smoothly and handles telephone enquiries professionally, in line with operating procedures. It is a full-time, non-management position.

Key responsibilities

• Manage the call centre console (DND, busy verification) and receive and transfer calls to the right extensions and rooms
• Provide information to callers, take down messages and update the back office whiteboard
• Monitor telephone printers for wake-up calls and take down and programme morning calls, ensuring they are answered
• Monitor contingency reports every hour and maintain an up-to-date telephone extension list
• Help guests with outgoing calls and new reservations after office hours, and record complaints and feedback in Empower (GXP)
• Assist with emergency and evacuation procedures
• Handle cash and bank securely: process payments according to accounting policy, count the bank at the end of shift, complete cashier reports, resolve discrepancies, transport the bank and set up the cashier workstation
• Follow grooming standards, SOPs, departmental policies and corporate policies, and follow LSOP guidelines

Required profile

• At least a Professional Certificate or NiTEC in any field
• 1-2 years of experience in a hotel call centre; no relevant experience is welcomed
• Able to handle cash transactions carefully
• Able to work rotating shifts including overnight and to start work on short notice
• Customer-oriented

Required skills

• Hotel computer systems such as Opera and Micros
• Cash handling and bank procedures