Guest Service Agent

Description

Responsibilities include ensuring that all communications, both internal and external, are handled promptly and efficiently, in line with the specified minimum standards.

Responsibilities and Duties

Maximize room sales and revenue for the hotel. Ensure the switchboard operates efficiently for quick and accurate transfer of internal and external calls. Maintain a consistently high level of customer service. Ensure all customer communications are directed to the central distribution point for proper action. Safeguard guest, customer, and associate information to ensure confidentiality. Respond promptly to all guest requests, following hotel procedures. Assist with answering reservation calls. Be knowledgeable of hotel emergency, fire, and security procedures, and act accordingly in any required event. Anticipate and understand guests' needs to better meet their expectations. Relay special guest requests to the appropriate department or seek assistance from the Duty Manager when needed.

Qualifications and Requirements

Minimum 1-2 years experience in telephone operator / a call centre environment. Previous experience in an international 5-star hotel call centre would be preferred. Minimum secondary education. Proficient in Opera and of the mechanics of MS Office. Good motivational and developmental skills. Creative and proactive on customer service. Able to work on rotating shifts, and on weekends and public holidays. Demonstrated commitment to teamwork. Exposure to multi-cultural environment. A pleasant and friendly personality.

Working Condition

Working hours

5 days / 44 hrs