Guest Experience Coordinator

3 days ago

Makati City, National Capital Region, Philippines beBeeCoordinator Full time ₱800,000 - ₱1,200,000
Job Description

As a guest experience coordinator, you will oversee the management of incoming reservation requests, ensuring exceptional service and accuracy. You will utilize strong communication skills and attention to detail to assist guests in planning their stays with personalized recommendations.

Key responsibilities include managing reservation inquiries through various channels, providing detailed information on room availability, pricing, packages, and amenities. Additionally, you will answer phone and non-phone interactions, selling hotel rooms across IHG properties.

This role requires an industry-leading reservation solution in English and one or more languages for all contacts. Consistently meeting or exceeding defined performance expectations is crucial, despite difficulties or obstacles.

Key Responsibilities
  • Manage incoming reservation requests through phone, email, or online platforms by offering details on room availability, pricing, packages, and amenities.
  • Answer phone or non-phone guest interactions and sell hotel rooms for all IHG properties across various regions.
  • Provide an industry-leading reservation solution in English and one or more languages for all contacts.
  • Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management.
Requirements
  • Previous call center experience in a sales capacity or other call handling experience preferred.
  • Hotel/travel experience desired.
  • Strong customer service and sales skills, with the ability to balance sales with positive guest experience.
  • Ability to customize generic information and use tools and resources to represent the geographical needs of the caller.

Some secondary school education is required, but a high school diploma is preferred. Majority of work is performed remotely with occasional onsite work based on business needs.

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