Deskripsi Pekerjaan
Are you a passionate hospitality professional with a flair for exceptional service? Crowne Plaza Hotels & Resorts, consistently recognized as the World's Best Airport Hotel, is looking for a dedicated Call Centre Agent to join our prestigious team at Changi Airport.
In this pivotal role, you will be the first point of contact for guests from around the globe. We believe that true hospitality begins with a voice, and we are looking for someone who can translate our world-class standards into warm, efficient, and memorable interactions. We celebrate diversity and pride ourselves on fostering an inclusive culture where you can bring your whole self to work and thrive in a fast-paced, dynamic environment.
You will play a critical role in managing room reservations, inquiries, and guest support, ensuring that every interaction reflects the premium service quality of the Crowne Plaza brand. If you are an articulate communicator who thrives on problem-solving and guest satisfaction, we invite you to start your career journey with us.
Tanggung Jawab
- Manage high-volume incoming calls with professionalism, warmth, and accuracy.
- Handle room reservations, modifications, and cancellations through our Property Management System (PMS).
- Provide comprehensive information regarding hotel facilities, amenities, and local travel inquiries.
- Address and resolve guest concerns promptly to ensure high levels of service recovery and guest satisfaction.
- Collaborate with the Front Office and Housekeeping teams to coordinate guest requests and arrivals.
- Maintain detailed logs of guest interactions and update profiles to personalize future stays.
- Adhere to brand standards and operational procedures to ensure consistency in service delivery.
Kualifikasi
- Minimum GCE 'N'/'O' Levels or equivalent in Hospitality/Tourism studies.
- Prior experience in a call centre, hotel front office, or customer service role is highly preferred.
- Excellent verbal and written communication skills in English; proficiency in an additional language is a plus.
- Strong computer literacy and ability to learn hotel management software quickly.
- Able to work on a rotating shift schedule, including weekends and public holidays.
- A proactive problem-solver with a strong 'guest-first' mindset.
- Ability to thrive in a fast-paced environment and maintain composure under pressure.