Guest Service Agent

We are seeking candidates who are passionate about hospitality, committed to customer service, and team-oriented to help bring our mission to life by creating the best experiences for our guests.

This position is responsible for setting the tone for a guest's experience through all contact points; including incoming and outgoing calls, creating and canceling reservations, ensuring payment details, correcting guest account and reservation discrepancies, initial arrival process, check in and check out assistance and providing and assisting with any needs for our guests while coordinating those requests with the rest of the team.

If you're someone who wakes up excited to help create memories and put smiles on people's faces then welcome to Ten Eighty Hospitality.

• Handle Incoming calls, emails, texts and booking channel requests for guests and potential guests
• Confidently sells the hotel to prospective guests by demonstrating familiarity with guest rooms, facilities and amenities
• Books guest reservations for individuals via telephone, text, and email in accordance with hotel standards and reservation procedures
• Assisting with reservation cancellations, extensions, early departures, and enforcing standard Ten Eighty Hospitality Booking policies
• Up-sell rooms where possible according to established procedures to maximize revenues
• Updates all guest profiles with correct billing information, preferences, special requests, special occasions etc.
• Reviewing all reservation arrivals to ensure requests and notes on guest files are satisfactory and that reservations are accurate
• Ensure 'actions' are deployed properly and completed
• Ensure guest profiles, emails and contact information are up to date and on file
• Review departures for billing accuracy well before check out
• Review remaining due outs at 11 am to get them out of the system and turned over to clean as soon as rooms are vacant ready
• Communicate with housekeeping and maintenance any urgent updates and issues
• Post charges for extra cleaning and or damages
• Review arriving room assignments to ensure requests are accommodated as best possible
• Work with guests to ensure a smooth and timely online check in experience
• Reach out to arriving guests at regular intervals to be sure they do in fact check in. Update or cancel reservations that will not be arriving
• Review no shows (for stays of two nights or more) from the previous day to see if they will in fact be arriving. Reinstate if so, otherwise initiate no show procedures
• Communicate with management any major issues or concerns
• Coordinate with management any unique billing situations
• Work with our revenue management team on pricing and room assignments
• Respond to reviews online via Revinate - inform management of major issues and / or poor reviews.
• Pull and send regular reports from Revinate as per standards initiated by Ownership and Management
• Review new incoming reservations from previous day for accuracy and apply billing needs as necessary
• Review no show cancellations and billing from previous day for accuracy per Ten Eighty Hospitality policy - work with Guest Services on 'no shows'
• Ensure 'checked out with balances' are cleared and reconciled regularly for all properties
• Review arrivals for 48 hour cancellation & next days' arrivals at 4 pm, and initiate cancellation process' with OTAs if necessary
• Coordinate any billing disputes hold release, overcharges, adjustments, changes with management
• Post adjustments and keep logs on guest stay cards
• Review room type inventory with revenue management team to ensure 'sell through' is opened up and pricing is updated per policy
• Pull and send regular reports from SNT as needed and per standards set by Ownership and Management
• Will also assist with communications with onsite housekeeping & maintenance staff

Job Type: Full-time

Pay: From Php35,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Opportunities for promotion
• Pay raise
• Work from home

Experience:

• Hotel: 2 years (Required)

Work Location: Remote