Service Experience Agent (Telephone Operator)

About the role

The Ritz-Carlton Marina Bay in Singapore is looking for a full-time, non-management Service Experience Agent (telephone operator) to handle guest calls, requests and concerns. The role covers answering phones, processing guest requests and ensuring the Gold Standards of service are delivered.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions and concerns, and operate the telephone switchboard.
• Process requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls and non-registered guest calls.
• Advise guests of messages received, monitor busy or unanswered lines, check back with callers on hold and offer to take a message.
• Receive, record and relay messages accurately, activate or deactivate guest room message lights and instruct guests on how to access the internet.
• Test communications equipment and respond to special requests from guests with unique needs.
• Contact the right person or department to resolve issues and follow up with guests to confirm their requests were met.
• Dispatch bell staff or valet staff as needed.
• Welcome guests according to company standards, assist individuals with disabilities and comply with quality assurance standards.
• Follow company policies, report accidents and unsafe conditions, keep proprietary information confidential and maintain a professional appearance.