JOB SCOPE
- Help guests with planning and booking reservations for Integrated Resort products and services.
- Understand guests’ needs and provide them with personalized solutions.
- Be customer centric with internal and external guests via all communication channels.
- Deliver high touch experience that is aligned with Company Service Strategy to all guests.
- Handle first level complaint with a pleasant disposition.
- Agility to handle services and requests effectively & efficiently.
- Apply logic and high EQ in guest challenges and proactively offer/discuss resolution with a Manager on Duty.
- Up to date with hotel information of events/activities to provide accurate information in a timely manner.
- Responsive to emergency situations in according to hotel guidelines.
- Contribute to achieve individual and team KPIs.
- Support other responsibilities that may be assigned from time to time.
JOB REQUIREMENTS
- Proven experience as hotel reservation agent, concierge, or experience in customer service role is an advantage.
- Proficient in both English and Japanese as need to liaise with English and Japanese speaking guests.
- Excellent communication skills, both verbal and written.
- Polite and confident with a great deal of patience.
- Customer centric attitude and work well under pressure.
- Compose in handling complaints and emergencies.
- Ability to multi-task and comfortable with applications and technology.
- Rotational shifts including public holidays and overnight shifts, depending on operation needs.
- High collaboration and adaptable to changes in a dynamic environment.
- Mature, meticulous, resourceful, organized, and able to work independently.
- Work is subjected to change to meet business/operational need.
- Able to work in front of computer and sit for extended periods of time.
