Agent, Reservation & Teleservices

Main Purpose of the Job:

• Agent, Reservation & Teleservices is responsible for ensuring that all guests are provided with concise information concerning the services and facilities provided by hotel.

• Directly responsible for the day-to-day operation of the reservation & teleservices and at most times the first point of contact with the hotel.

• Answering high volume of calls and maintaining a response rate and service levels in accordance with established standards

• To accurately capture detailed information on received calls and process such requests or forward the messages to relevant department

• To handle all reservation requests promptly in a friendly and efficient manner, ensure guest satisfaction and contribute to the efficient & flawless day-to-day operation of the reservation sales office.

• Support hotel and departmental directions and work to achieve incremental sales.

• Perform according the processes and procedures to increase revenues and quality of the reservation process.

• Work to meet department goals relating to company operating profits, guest satisfaction, up-selling targets as directed by the revenue management manager.

• Perform other related duties as assigned by management

Key Duties and Responsibilities:

• To arrive at work on time in the uniform provided, ensuring a neat and tidy appearance, according to the employee handbook.

• To develop and maintain a close and harmonious working relationship with all hotel departments.

• Ensure that all correspondence is replied to within 24 hours.

• Ensure that the workstation area is kept clean and tidy at all times.

• Answer all calls promptly within 3 rings and in a courteous manner.

• Assist the Supervisor to prepare related performance reports

• Communicates clearly and professionally both verbally and in writing. Chooses the appropriate vehicle and tone most appropriate for the message to be delivered (voice, email etc.).

• Participate actively in departmental meetings. Uses active, empathetic listening as a tool to understand and support each interaction, internal and external to the company.

• To have a comprehensive and in-depth knowledge of the hotel products, including room types, rates, relative features and facilities, food and beverage outlets/promotions, spa and fitness center.

• Keep up to date and communicate hotel marketing directions and promotions.

• Be fully aware at all times of the selling strategy, rates and booking status of the hotel and ensure timely and accurate communication of this to all concerned departments.

• Be fully aware of and adhere to all the hotel safety and security policies.

• Attend training sessions and meetings as required.

• Perform any reasonable task as requested by management.

• Manage and strife for reduction of abandoned call ratios of incoming call volumes.

• Actively participate in incentive programs initiated, up-selling efforts in the department.

• Assist when requested with conduct competition / shop surveys to keep abreast of competition pricing / package special corporate.

• Job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employee will be required to perform any other job-related duties assigned by their Superior.

• Insurance
• Employee Shuttle Service
• Incentive bonus
• Health checkup
• Training & Development
• Salary review
• Annual Leave

Qualifications/Requirements:

• At least Bachelor’s degree in any field

• At least 1-years’ experience in sales or front office

• Strong in inter-personality

• Proficiency in English communication

• Strong in driving results