Instant Service Agent

YOUR DAY TO DAY

• Provide prompt, courteous, and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
• Demonstrate a complete understanding of the hotel policies, procedures, and service standards, have full knowledge of the hotel facilities, happenings, local conditions, and current events.
• Rotate in 3 shifts (morning/afternoon/night).
• Handle incoming calls and handle wakeup calls
• Work closely with your team members, Supervisors, Managers, and also colleagues of other departments in a friendly manner, assuring mutual respect and encouraging each other to create Great Hotels Guests Love.
• Maintain the privacy of all guests by ensuring that no details are disclosed.
• Take ownership of guest requests and notify them of any delays in performing work orders in the accepted standard time, and call them back to ensure their satisfaction.
• Complete additional tasks assigned by your supervisor or Manager.
• Promptly handle all emergency calls efficiently.
• Use Messagebox to log all requests and issues
• Promptly check all e-mails and act accordingly.
• Attend shift briefings, read handovers, and participate in departmental meetings/gatherings.
• Be fully knowledgeable of the operating systems such as Alcatel, Opera, Messagebox, Microsoft and etc., to perform the tasks/operations promptly.

WHAT WE NEED FROM YOU

• Minimum two years experience in the same role in a 4-star hotel, call center, or any customer service-related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Excellent written and verbal English communication skills and knowledge of an additional language are an advantage.
• Previous experience in Opera system is an advantage.
• Ability to work independently and within a team environment.
• Able to manage multiple tasks.
• Eager to learn, stay motivated & progress.
• Enthusiastic, courteous & helpful to colleagues & customers.
• Customer service oriented.
• Outgoing, friendly, warm personality.