Call Centre & Reservations Agent

Description

This role is vital for providing exceptional customer service and ensuring guest satisfaction. The Call Centre & Reservations Agent will be responsible for handling all guest inquiries, processing reservations, and ensuring smooth and efficient operations within the hotel's call center.

Responsibilities and Duties

* Assist guests with making, modifying, and canceling hotel reservations through various channels (phone, email, online platforms). * Address guest concerns, provide information about hotel services, amenities, and policies. * Actively upsell additional services to guests, such as dining options and room upgrades. * Effectively address and resolve guest complaints, providing follow-up and feedback to the relevant managers. * Follow up with guests to ensure satisfaction with problem resolution and service recovery. * Handle and deliver all guest messages confidentially, ensuring accurate and timely communication. * Coordinate with other departments (e.g., front desk, housekeeping) to ensure guest requests are fulfilled promptly and effectively. * Ensure timely wake-up call services for hotel guests. * Handle payment transactions accurately and ensure compliance with payment policies. * Perform other reasonable duties and responsibilities as assigned by the Call Centre Manager.

Qualifications and Requirements

* Minimum of 'O' Levels or equivalent. * Minimum 1 year of relevant work experience in customer service or a related field. * Strong verbal and written communication skills with the ability to effectively interact with guests in a professional and friendly manner. * A strong customer-centric approach with a focus on exceeding guest expectations and resolving issues effectively. * Ability to identify and resolve guest issues calmly and efficiently. * Excellent interpersonal skills with the ability to build rapport and maintain positive relationships with guests. * Strong organizational and time management skills with the ability to multitask and prioritize tasks effectively. * Proficiency in using computer systems and relevant software. * A proactive and responsible approach to work, with a strong work ethic and a commitment to delivering high-quality service. * Highly motivated with a strong desire to learn new skills and improve personal performance. * Knowledge of local attractions and points of interest for business travelers and tourists. * Ability to work rotating shifts, including mornings, afternoons, and nights (5-day work week, 9.5-hour shifts with a 45-minute meal break).

Working Condition

Salary

Basic Salary 2000