Guest Relations Agent - Call Centre

About the company
Date posted:
21 September 2018
Role type:
Permanent
Location:
Singapore
Industry:
Food & Beverage

Job description

Employee Engagement

  • Attends scheduled training, line up and meetings

  • Fosters and promotes a cooperative working environment to maximize productivity and increase employee morale


Guest Engagement

  • Always use the guest name if known

  • Uses a nice and genuine tone of voice once in contact with guest

  • Attends to all inquiries via phone call or email regarding reservation on a timely manner (within 24 hours)

  • Attends to all incoming and outgoing calls with a genuine tone of voice, speak slowly and clearly

  • Always maintain a smile on the face to project calmness in voice


Operation

  • Answers calls professionally within 3 rings

  • Responds to customer inquiries. If information to customer is unavailable, answers MUST be provided within 24 hours

  • Researches required information using available See more
Employee Engagement

  • Attends scheduled training, line up and meetings

  • Fosters and promotes a cooperative working environment to maximize productivity and increase employee morale


Guest Engagement

  • Always use the guest name if known

  • Uses a nice and genuine tone of voice once in contact with guest

  • Attends to all inquiries via phone call or email regarding reservation on a timely manner (within 24 hours)

  • Attends to all incoming and outgoing calls with a genuine tone of voice, speak slowly and clearly

  • Always maintain a smile on the face to project calmness in voice


Operation

  • Answers calls professionally within 3 rings

  • Responds to customer inquiries. If information to customer is unavailable, answers MUST be provided within 24 hours

  • Researches required information using available resources

  • Handles and resolves customer complaints via phone call (if superior is not required to attend)

  • Provides customers with product and service information

  • Takes and inputs all reservations into ResPak with completed guest’s details to manage guest’s data base

  • Processes orders, forms and applications (Diseminate information to the relevant department)

  • Files, updates and shares all information to all team members

  • Manages daily reservation to fit daily operation

  • Uses verbiages/email template which were instructed or given by superior or company

  • Filling all pre-payment forms from event team and pass to operation/cashier for daily operations

  • Monitors through reservations on ResPak in advance to follow up all request and be ready before operation date


Job Requirements:

Education

  • Computer skills (MS Office, ResPak)

  • Excellent communication skills

  • Excellent English, speaking/writing/listening


Experience

  • Customer service or call center service experience is advantage

  • No restaurant experience required


Skills & Abilities

  • Able to lead by example with integrity

  • Ability to exceed guest expectations

  • Ability to lead a diverse team towards a common goal

  • Ability to analyze & improve processes and procedures

  • Ability to interact and solve opportunities with employees and guests

  • Ability to adapt and take advantage of different working environment, staff, guests and opportunities

  • Ability to resolve and negotiate conflict resolutions

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USPs

  • Competitive Compensation
  • Medical Benefits
  • Culture

Skills required

  • Communication