Call Center Operator

Main Duties and Responsibilities

As a Call Centre Executive at Mandai Rainforest Resort, you will be the voice of the property—creating exceptional first impressions and delivering warm, attentive service over the phone.

Your role is pivotal in ensuring that every guest interaction reflects the high standards and personalized care our brand is known for. You will handle a wide range of guest inquiries, coordinate requests internally, and provide accurate information to enhance the overall guest experience.

Key Responsibilities

• Answer inbound calls promptly and professionally.
• Provide accurate information about resort services, facilities, local attractions, reservations, dining options, and special events.
• Log guest requests (e.g., housekeeping, maintenance, in-room dining) and coordinate with relevant departments for timely follow-up.
• Assist with room reservations, restaurant bookings, spa appointments, and transportation arrangements as needed.
• Handle minor complaints or concerns with empathy and escalate issues when appropriate to ensure guest satisfaction.
• Maintain detailed logs of calls, requests, and resolutions using property management systems.
• Liaise closely with Front Office, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• Uphold guest privacy and handle sensitive information with care and professionalism.

Job Requirements

• Previous experience in a call centre, front office, or customer service role—preferably within the hospitality industry.
• Polished telephone etiquette and a warm, engaging tone.
• Strong problem-solving skills with attention to detail.
• Ability to multitask in a fast-paced, service-driven environment.
• Proficient in property management systems (Opera) and call logging software.