Deskripsi Pekerjaan
Are you ready to transform your classroom knowledge into real-world expertise in one of the world's most dynamic hospitality hubs? Our prestigious hotel, located in the heart of Orchard, Singapore, is seeking a passionate and detail-oriented Trainee - AYS (At Your Service) to join our award-winning team.
This isn't just an internship; it is an immersive launchpad for your career in luxury hospitality. As an AYS Trainee, you will become the central nervous system of the hotel, acting as the primary voice that welcomes, informs, and assists our esteemed guests. You will master the delicate balance of efficiency and empathy, handling everything from complex reservation inquiries and VIP requests to facilitating personalized concierge services that define a world-class guest experience.
Under the mentorship of seasoned professionals, you will gain proficiency in industry-leading Property Management Systems (PMS), develop advanced communication strategies, and learn the rigorous standards of service recovery. You will collaborate closely with Front Office, Housekeeping, Concierge, and Food & Beverage teams, providing you with a holistic understanding of hotel operations.
This program is designed for ambitious individuals who do not see just a job, but a vocation. You will leave this program with a robust skill set, a global network, and a clear pathway to a thriving career in international hospitality. If you are eager to learn, serve, and excel, we invite you to apply and begin your journey with us.
Tanggung Jawab
- Act as the primary voice of the hotel, handling inbound guest calls with warmth, efficiency, and professionalism.
- Process and manage hotel reservations accurately via the Property Management System (PMS), ensuring all guest preferences are noted.
- Coordinate meticulous outbound concierge services, including restaurant reservations, tour bookings, and transportation arrangements.
- Collaborate seamlessly with Front Office, Housekeeping, Concierge, and F&B departments to fulfill guest requests and resolve issues promptly.
- Demonstrate expert product knowledge of the hotel's facilities, outlets, and local attractions to provide tailored recommendations to guests.
- Handle guest complaints and service recovery situations with poise, adhering to the hotel's brand standards and policies.
- Maintain accurate and detailed logs of all guest interactions within the Customer Relationship Management (CRM) system.
- Identify sales opportunities to upsell hotel services, packages, and amenities to maximize guest satisfaction and revenue.
Kualifikasi
- Excellent verbal and written communication skills in English. Fluency in a second language (e.g., Mandarin, Japanese, Korean) is a strong advantage.
- Demonstrated passion for the hospitality industry with a strong guest-centric mindset.
- Professional telephone etiquette with a clear, articulate, and enthusiastic speaking style.
- Proven ability to multitask and thrive in a fast-paced, high-pressure environment.
- Exceptional problem-solving skills with the ability to handle challenging situations calmly and effectively.
- Meticulous attention to detail and highly organized approach to data entry and record-keeping.
- Currently pursuing or a recent graduate of a Diploma or Degree in Hospitality Management, Tourism, or a related field.
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook). Previous experience in a call center or customer service role is a plus.