Job Description

[What the role is]

You will be part of the Channel Management Team within the Guest Insights & Experience Department, where you will help nurture and champion a guest-centric culture at Sentosa.

Your core responsibility is to manage the digital guest servicing channels, providing timely and accurate resolutions to guest enquiries and feedback. In line with the Department's commitment to service excellence, you are expected to deliver exemplary service that reflects the organisation's values.

As part of the broader Marketing & Guest Experience Division, you will also be expected to contribute to and support the various initiatives rolled out by the Division.

[What you will be working on]

• Attend to guest enquiries and feedback received via various digital servicing channels, including live chat, online webform, and email. Make follow-up outbound calls to guests and attend to walk-in enquiries as needed.
• Serve as a liaison between Business Units to ensure the timely flow of feedback and information, working with relevant teams to investigate and resolve issues.
• Respond appropriately to enquiries and feedback while maintaining a neutral stance, safeguarding SDC's reputation, and escalating matters when necessary.
• Accurately capture guest data and relevant information into the CRM system with attention to detail, ensuring compliance with PDPA when handling guests' personal data.
• Serve as the team's representative in selected operational meetings and forums, presenting guest feedback and advocating for the "Voice of Guest" perspective.
• Support the Channel Management Team in projects and initiatives related to guest servicing channels.
• Contribute actively as a team player to ensure departmental goals and service standards targets are met.
• Perform any other ad-hoc duties as assigned by the reporting officer.

[What we are looking for]

• Diploma qualification.
• Minimum 3 years of experience in guest services (call centre) or guest relations within the Tourism or Hospitality industry preferred.
• Excellent written and communication skills, with the ability to comprehend, capture, and interpret guest needs and translate them into appropriate responses.
• Good computer literacy and tech-savvy disposition.
• Pleasant, friendly, and approachable, with strong interpersonal skills.
• Able to work effectively both independently and as part of a team.
• Passionate about service excellence and creating positive guest experiences.
• Working hours: 9am – 6pm on a rotational schedule inclusive of weekdays, weekends, and public holidays.