Guest Experience Expert (Call Centre, i-Job Program)
The Ritz-Carlton
Salary undisclosed
Need a reasonable accommodation to apply or interview? Contact us.
JobMinglr uses automated technology to recommend jobs based on profile information and job preferences. Match Score does not determine eligibility for a position, prevent a user from viewing or applying to a job, or make hiring decisions on behalf of an employer.
Description
JOB SUMMARY
Assist Supervisors and managers to ensure that daily operations are run smoothly. Ensure all telephone enquiries are handled professionally with proper telephone etiquette in line with our Operating Procedures. Attend to guests’ morning calls and other requests.
JOB DUTIES AND RESPONSIBILITIES
- Manages the console (e.g. DND, busy verify lines).
- Receives and transfers all calls to respective extensions and rooms.
- Assisting and providing information for all callers.
- Take down messages for guests.
- Ensure checklists are done accurately.
- Monitoring all the telephone printers – for wake up calls.
- Assist to carry out emergency and evacuation procedures.
- Responsible for morning calls
- Take down and programme morning calls.
- Ensure all morning calls are answered.
- Update the Back Office information white board.
- Monitor the contingency reports every hour.
- Maintaining an updated telephone extension list.
- Assisting guests with outgoing phone calls.
- Assisting guests with new reservations after office hours.
- Ensuring all guests’ complaints and feedback are recorded in Empower (GXP).
- Maintain effective service in line with the Hotel’s Corporate Image
- Company’s Grooming Standard
- Standard Operation Procedures
- Departmental Policies
- Corporate Policies
18. Cash/Bank Handling
· Process all payment methods in accordance with Accounting procedures and
policies.
· Follow property control audit standards and cash handling procedures (e.g., blind drops).
· Count bank at end of shift, complete designated cashier reports, resolve any
discrepancies, drop off receipts, and secure bank.
· Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
· Transport bank to/from assigned workstation, following security procedures.
· Set up and organize cashier workstation with designated supplies, forms, and
resource materials; and maintain cleanliness of workstation at all times.
19. To ensure and follow established procedures and compliance as per LSOP guidelines.
20. Any other duties as may be assigned from time to time.
JOB REQUIREMENTS
- Candidate must possess at least a Professional Certificate/NiTEC in any field.
- 1-2 years of relevant working experience in Hotel's Call Centre. No relevant experience are welcomed too.
- Integrated-Job (i-Job) program: Rotating to various sections of Front Office such as Front Desk, Concierge, Bell & Executive Lounge.
- Able to handle cash transactions meticulously.
- Able to work with hotel's computer system (e.g. Opera, Micros, etc).
- Customer-oriented.
- Able to perform rotating shift duties including overnight.
- Able to start work within short notice period.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About this role
At The Ritz-Carlton Singapore, this role sits at the heart of guest communications—managing the call centre console, fielding inquiries, processing wake-up calls, and ensuring every phone interaction reflects the hotel's service standards. You'll handle call routing and transfers, take messages, assist with reservations after hours, and record guest feedback in the system. The position also includes cash handling responsibilities, requiring accuracy with payment processing, bank reconciliation, and adherence to security procedures.
This is an entry point into Ritz-Carlton's Front Office operations through the i-Job program, which rotates you through departments including Front Desk, Concierge, and the Executive Lounge. You'll need a Professional Certificate or NiTEC qualification in any field and ideally one to two years of call centre experience in a hotel, though candidates without relevant experience are also considered. The role demands comfort with hotel systems like Opera and Micros, the ability to work rotating shifts including overnight, and readiness to start quickly.
The ideal candidate is detail-oriented with cash handling, customer-focused, and adaptable to shift work. If you're looking to build a foundation in luxury hospitality operations and can commit to in-office, full-time work with variable hours, this role offers structured exposure across multiple Front Office functions.
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Guest Experience Expert (Call Centre, i-Job Program) postings in your area, and analyze any offer before you accept it.
Before you apply, worth reading
How JobMinglr reads this job
Every listing here is scored against your profile before you apply: skills overlap, experience level, location and work arrangement, each weighted and explained. You see the score and the reasons, not just a list. How the matching works.