Agent - Teleservices

Internal Section ---------------------------------

The Guest Care Agent is responsible for providing professional, efficient and courteous customer service on the phone while adhering to company#s service standards. Identify all in-house guest needs and handle theirrequests appropriately to meet or exceed guests expectation

Position Summary

The Guest Care Agent is responsible for providing professional, efficient and courteous customer service on the phone while adhering to company#s service standards. Identify all in-house guest needs and handle theirrequests appropriately to meet or exceed guests expectation

Primary Responsibility

# Ensure all calls and messages are handled in a prompt, polite and accurate manner # Take personal responsibility for in-house guest requests,questions and assist them with their needs, ensuring all requests are followed through and completed; Follow-up with relevant department (if necessary) to ensure the request has been acted upon # Take requests for wake-up calls and follow through to ensure our in-house guests receive their wake-up call at the requested time # Maintain and display a full knowledge of all services, products, events and activities offered by the company, as well as keeping abreast of up-coming events, local attractions, restaurants and entertainment shows in town so that accurate and prompt information is provided to our customers # Maintain current knowledgeof policies and procedures pertaining to all areas of operation and reporting requirements # Record and process requests / messages accurately for our guests / customers and associated departments, utilizing the systems and technology # Report all customer complaints and service requirements to appropriate personnel / department in a timely and efficient manner to minimize customer dissatisfaction # Communicate any emergency situation to immediate Supervisor and Department Head # Complete shift checklist and following through on responsibilities # Accept any other duties and responsibilities as and when assigned by the Supervisor

Position Summary

The Guest Care Agent is responsible for providing professional, efficient and courteous customer service on the phone while adhering to company#s service standards. Identify all in-house guest needs and handle theirrequests appropriately to meet or exceed guests expectation

Primary Responsibility

# Ensure all calls and messages are handled in a prompt, polite and accurate manner # Take personal responsibility for in-house guest requests,questions and assist them with their needs, ensuring all requests are followed through and completed; Follow-up with relevant department (if necessary) to ensure the request has been acted upon # Take requests for wake-up calls and follow through to ensure our in-house guests receive their wake-up call at the requested time # Maintain and display a full knowledge of all services, products, events and activities offered by the company, as well as keeping abreast of up-coming events, local attractions, restaurants and entertainment shows in town so that accurate and prompt information is provided to our customers # Maintain current knowledgeof policies and procedures pertaining to all areas of operation and reporting requirements # Record and process requests / messages accurately for our guests / customers and associated departments, utilizing the systems and technology # Report all customer complaints and service requirements to appropriate personnel / department in a timely and efficient manner to minimize customer dissatisfaction # Communicate any emergency situation to immediate Supervisor and Department Head # Complete shift checklist and following through on responsibilities # Accept any other duties and responsibilities as and when assigned by the Supervisor

Requirements

# Ability to accommodate 5-day rotating work shift a week and take scheduled lunch break # Strong spoken Cantonese, English and Mandarin. With knowledge of other languages (e.g. Japanese, Korean) isan advantage # Ability to multi-task in a fast-paced, high-volume environment # Ability to learn, retain and apply large amounts of product, policy, procedure and system information. Computer skill is mandatory fordaily operation. With knowledge of hospitality related systems / softwares is an advantage(e.g. PMS, HotSOS) # Have exceptional guest relationskills and be passionate about looking after people # Good team playerwithprofessional and courteous demeanor # Displays a high commitment to achieve agreed objectives, improving customer service, take accountability and incorporate constructive feedback to improve performance # Flexibility in responding tochange or business needs