Call Centre Executive

Capella Hotel, Singapore


Hospitality|F&B 0 Year Primary/Secondary School/'O' Level

Job description

Job Overview

The Call Centre Executive is responsible for daily operations of the call centre, ensuring that service is consistent and accordance with establishment standards, such as answering all enquiries with timeliness and proper etiquette.


Key Responsibilities:

  • Accommodating and expediting all telephone and HOTSOS requests
  • Answering telephone calls with proper etiquette and following service protocols
  • Providing callers with accurate information on hotel facilities and services
  • Accepting and recording all guest preference and wake-up call requests
  • Monitoring, sending, and distributing guest faxes
  • Routing callers to requested parties
  • Monitoring telephone system issues
  • Taking in-room dining orders and tray clearances
  • Taking buggy request orders
  • Assisting in emergency situations as the hotel central communication center
  • Handling reservation calls during non-office hours
  • Recording reservations, cancellations and room movements
  • Communicating pertinent guest information to relevant departments/personnel
  • Advising guests of any messages, mail, or faxes received for them
  • Assisting Front Desk, Personal Assistants, Bell staff and Reservations as assigned
  • Providing guestroom and site inspections


Job Requirements

Talent Profile:

  • Diploma holders preferred
  • Relevant experience in hospitality preferred
  • Fluency in a second language would be advantageous
  • Embodies excellent etiquette and portrays a professional image
  • Possesses good verbal and written command of English
  • Basic computer skills
  • Able to make decisions clearly, quickly and accurately
  • Able to work at a stationary post for an extended period of time
  • Willing to work flexible hours, including weekends and public holidays

Job Role

Customer service

Position Level

Fresh/entry Level

Capella Hotel, Singapore

Capella Singapore is a luxury 5-star hotel & resort situated on Sentosa Island. At  the heart of our Sentosa Island escape are two restored Tanah Merah colonial bungalows dating back to the 1880s, from which the hotel extends into gardens and grounds framed by the sea. Inspired by Tanah Merah’s Malay translation red earth, architects Foster + Partners designed the resort...