Bilingual Reservations and Guest Services Specialist (Mandarin-English)

This is a remote position.

Schedule:

• Monday, Tuesday: 8:30 AM – 2:30 PM SGT (6 hours)
  

• Friday to Sunday: 8:30 AM – 6:30 PM SGT (10 hours)
  

Total Weekly Hours: 42 Hours

Our client is seeking a proactive and detail-oriented Bilingual Reservations and Guest Services Specialist (Mandarin-English) to support front-of-house and guest engagement operations. This role is essential in ensuring a seamless reservation experience, managing guest communications across multiple platforms, and assisting with event coordination.

The ideal candidate is highly organized, customer-focused, and tech-savvy, with excellent communication skills and a passion for hospitality. You’ll serve as the first point of contact for guests—via phone, WhatsApp, or social media—and play a vital role in delivering exceptional experiences before they even step foot in the venue.

Key Responsibilities:

• Return missed calls, respond to unanswered WhatsApp messages, and input reservations into the system
  

• Monitor and respond to all reservation inquiries and direct messages on social media (Instagram and Facebook)
  

• Set up and manage ManyChat for automated responses
  

• Conduct outreach to hotel concierges in Singapore and invite them for hosted visits at Tanjong Beach Club
  

• Perform clerical tasks, including logging daily guest requests (e.g. tabs, table changes, guest additions) and feedback
  

• Promptly escalate notable guest preferences or concerns to the manager
  

• Prepare accurate and concise shift handover notes
  

• Maintain and update guest profiles and reservation records consistently
  

• Track and document all lost and found items
  

• Reconfirm upcoming reservations; contact late guests and update their estimated arrival time
  

• Review bookings for the upcoming 2–3 days and contact VIP or birthday guests to explore personalization opportunities
  

• Strategically allocate tables, grouping spenders and party guests when possible
  

• Handle initial event inquiries, gather essential information, and hand off to the Sales & Events team
  

• Assist in managing the waitlist during busy periods
  

• Set up event pages as needed
  

• Assist with outlet asset printing/production when required
  

• Proactively send reservation confirmations via WhatsApp to all weekend bookings 24 hours in advance
  

Requirements:

• Basic Mandarin skills to handle reservation calls
  

• Proven experience in customer service, reservations, or guest relations—preferably in hospitality, events, or F&B
  

• Familiarity with CRM or reservation systems; experience with ManyChat is a strong plus
  

• Excellent written and verbal communication skills
  

• Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment
  

• Comfortable using social media platforms (Instagram, Facebook) and WhatsApp Business
  

• Strong interpersonal skills and a guest-first attitude
  

• Availability to work weekends and during peak hours
  

• Knowledge of Singapore’s hospitality scene and concierge networks is a plus
  

Independent Contractor Perks:

• HMO coverage (available in eligible locations)
  

• Permanent work-from-home setup
  

• Immediate hiring
  

• Steady freelance opportunity