Telephone Operator Agent

COMO Metropolitan Singapore

Property: COMO Metropolitan Singapore
Position: Telephone Operator Agent
Base Location: Singapore
Department: Front Office
Reporting to: Front Office Supervisor

Tasks/Responsibilities:

• Welcome guests professionally and demonstrate a warm, confident, and genuine first impression over the phone.
• Handle all incoming and outgoing phone calls, respond to guest’s requests in a timely matter and per COMO Hotels and Resorts, and Leading Quality Assurance guidelines.
• Explain and relay hotel information to guests, including information about the hotel facilities, room locations, and operating hours of all outlets accordingly.
• Understand local areas offerings to help guests with questions they may have during their stay.
• Record and relay messages accurately, completely, and legibly ensuring follow-up is carried out when necessary.
• Handle and deliver wake-up call requests.
• Handle room-service meal orders and ensure correct delivery to the kitchen and room-service department. Show excellent menu knowledge and daily specials.
• Upsell hotel products when possible, private dinners, and more.
• Handle guest complaints with professionalism and promptly identify a corrective action to satisfy our guests.
• Carry any tasks and assignments as per General Manager’s instructions.
• Responsible for all key inventory ensuring accuracy in storage.