Reservations & Guest Experience Coordinator

About the role

The Singapore EDITION is hiring a Reservations & Guest Experience Coordinator to handle reservation requests, changes and cancellations and to deliver a warm, attentive welcome to guests. The position is full time and based at 38 Cuscaden Road, Singapore.

Key responsibilities

• Process reservation requests, changes and cancellations received by phone, fax or mail, identify guest needs and choose the right room type.
• Verify availability of room type and rate, and explain guarantee, special rate and cancellation policies to callers.
• Accommodate and document special requests, and answer questions about facilities, services and room accommodations.
• Follow sales techniques to maximise revenue, and input and access data in the reservation system, including special room types such as complimentary rooms, employee discounts, travel agent inspection rates and wholesale reservations.
• Follow proper escalation procedures for guest concerns and comply with company policies, confidentiality and asset protection requirements.
• Welcome guests according to company standards, anticipate their needs, assist individuals with disabilities and speak clearly and professionally on the telephone.
• Maintain positive working relationships, support the team and meet quality assurance standards.
• Move objects weighing up to 10 pounds without assistance and perform other reasonable duties asked by supervisors.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience or supervisory experience required.
• No license or certification needed.