Call Center and Reservations Agent (Req. No. 1711)

I. BASIC PURPOSE / JOB BRIEF:

Responsible in answering calls from multiple split/skills related to guest inquiries about room accommodation or modification, guest requests and route calls to another department as necessary; expected to provide prompt and accurate assistance to guests on information relating to promotion, events and hotel facilities and amenities.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Answers calls within prescribed lead time to ensure that guests are assisted promptly with the highest level of service.
• Handles creation, modification and cancellation of guest room reservation during call or email through PMS (Opera).
• Verifies and validates necessary guest information to ensure all room reservations are handled correctly.
• Dispatch guest request or complaint accurately in a timely manner by creating Rapid Response or Incident report through GESS for appropriate department distro list.
• Ensures all guest request for item and service are attended by the right department within the acceptable turn-around time and that guest complain, feedback, praise are properly documented and addressed effectively.
• Attends daily briefing, scheduled training, and complete knowledge checks for aligned product knowledge and important updates.
• Adhere to all company policies and procedures and strive to achieve the service quality overall KPI’s, targets and goals.
• Handles emails, Chatbots, and other non-voice tasks required in the daily operations.
• Supports other task as assigned by the management.

III. JOB SPECIFICATIONS:

Educational Requirement:

• College graduate with degree in any field preferably in Hospitality

Experience Requirements:

• With at least 1 year experience in a call center environment preferably in the gaming or hospitality industry

Skills and Attributes:

Leadership Skills

• Ability to work efficiently in high demand, team oriented and fast paced environment
• Achieves agreed objectives and accepts accountability for results
• Customer focused with excellent telephone manners
• Able to define problems, establish facts and respond calmly with rational decisions when handling requests

Technical Skills

• Flexible and service-oriented
• Excellent interpersonal and communication skills
• Literate in computer applications such as Microsoft Office
• Background in OPERA is an advantage
• Ability to converse in other key foreign languages will be an added advantage

Other Qualifications:

• Ability to understand and execute verbal and written instructions
• Willing to work on shifting schedule, weekends or holidays