The International Reservation Sales Agent is responsible for providing excellent customer service by assisting guests with their hotel reservations, answering inquiries about hotel services, amenities, and locations, and resolving any issues or concerns. This role involves working in a fast-paced call center environment, where the agent will handle inbound calls.
Key Responsibilities:
Reservation Handling:
· Assist guests in making, modifying, or canceling hotel reservations using the hotel’s reservation system.
· Offer information on room types, rates, and packages available to meet guests' needs.
· Process payments, apply discounts, and ensure accuracy in reservation details.
Customer Inquiries:
· Respond promptly to guest inquiries regarding hotel services, amenities, and local attractions.
· Provide detailed information on hotel policies, check-in/check-out procedures, and other relevant information.
· Handle special requests, such as room upgrades or specific accommodations.
Customer Service:
· Deliver exceptional customer service by maintaining a friendly and professional demeanor.
· Resolve guest complaints or issues in a timely and effective manner, escalating when necessary.
· Follow up with guests to ensure their satisfaction with the booking process.
Communication:
· Maintain clear and effective communication with guests, hotel staff, and other team members.
· Document and update guest information, preferences, and feedback in the CRM system.
Operational Support:
· Assist in preparing reports on reservations, cancellations, and customer feedback.
· Participate in ongoing training sessions to stay updated on hotel offerings and customer service best practices.
· Adhere to call center protocols, including maintaining call handling time and accuracy standards.
· Support administrative activities with regards to the hospitality business.
Qualifications:
· High school diploma or equivalent; additional certification in hospitality or customer service is a plus.
· Previous experience in a hotel front desk role is preferred.
Personal Attributes:
· Excellent communication (written and verbal) and interpersonal skills.
· High level of integrity and professionalism.
· Attention to details and customer focused.
· Able to communicate in English, as well as one of the Asian language (Mandarin or Cantonese or Japanese) due to need to support customers in North Asia.
Working Conditions: Role is required to work from 11am to 8pm and weekends, and two rest days during the week. Flexibility in scheduling is essential.
