Agent - Teleservices

Position Summary

The Reservation Agent is responsible for maximizing accommodation sales by handling reservations made by phone, fax, mail or networks in an efficient and professional manner. Providing prompt service to our customers, promoting the company guest services and facilities in a professional and timely manner to meet or exceed guests expectation.

Position Summary

The Reservation Agent is responsible for maximizing accommodation sales by handling reservations made by phone, fax, mail or networks in an efficient and professional manner. Providing prompt service to our customers, promoting the company guest services and facilities in a professional and timely manner to meet or exceed guests expectation.

Primary Responsibility

• Provide professional and timely customer service to our guests / customers, and ensure familiarity within all areas of the Call Centre, hotel room reservations, room voucher redemption, restaurant bookings and guest services
• Contribute to the maximization of revenue within Galaxy Macau by up-selling rooms where appropriate
• Handle accommodation inquiries and bookings from FIT, Internal GEG, OTA, Wholesale Travel Agency and OceanFax, etc. in a timely and accurate manner. Demonstrate knowledge of current room / package offers to ensure guest requirements are fulfilled.
• Ensure a sound understanding of room categories, configuration, layout, sleeping capacity, access and rates to ensure guest requirements can be accommodated
• Ensure the process of bookings, amendments and cancellations are efficiently and accurately recorded in the Property Management Systems (PMS)
• Maintain and display a full knowledge of all services, products, events and activities offered by the company, as wellas 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 knowledge of 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
• 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) is an 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 for daily operation. With knowledge of hospitality related systems / software is an advantage(e.g. PMS, HotSOS)
• Have exceptional guest relations kills and be passionate about looking after people
• Good team player with professional 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 to change or business needs