Guest Services Agent (Call Centre)

Job Description:

• Attend to all incoming calls to the parties concerned in a fast, accurate and courteous manner.

• Ensure that Telephone Courtesy and Techniques are put into practice.

• Ensure the On-Hold Music for the call waiting guest and voicemail are in good working condition.

• Regular check on One Connect / Enquiries and Dining Emails.

• Record and program all wake-up call requests. Ensure that all wake-up call requests are promptly executed.

• Check and ensure that all equipment in the department in good working condition. Record down all the fault matters and rectified within the day.

• Input restaurant bookings in Table Check System and confirm restaurant reservations or special requests with respective outlets.

• Ensure that all service requests been assigned and looked after. Courtesy calls to be given.

• Handle special guests' requests.

• Ensure major occurrence being updated in profile notes (OPERA).

• Assist guests and hotel associates on relevant enquiries and calls connection.

• Perform other urgent matters and any other reasonable duties and responsibilities as required by superior and management.

Job Requirement:

• Minimum 1 year of relevant experience.

• Fluent in English.

• Avaya, Net GeBIZ, TableCheck and ’Opera’ software knowledge.

• Able to work on rotating shifts (including night shift), weekends and PH.

• Pleasant and friendly personality.