Agent, Call Centre

POSITION SUMMARY:

In accordance with the policies, procedures and standards of the Company, the Agent, Call Centre answers calls, assists with the enquiries and/or directs the calls to the appropriate destinations promptly. He/she is tasked with providing professional and swift service to guests and facilities at the property in a well informed and timely manner. He/she is tasked with ensuring guest expectations are met, adhering to established Forbes standards, policies and procedures. He/she will be required to achieve set objectives by management and work in close coordination with the team.

PRIMARY RESPONSIBILITIES:

• To have a thorough understanding and working knowledge of Opera, ResDiary, HotSOS, iTrak, CAD (Cisco Agent Desktop), FCS Unicorn and Phoenix. Knows how to use and relevant applications of Excel, Power Point and Word and ability to input and access data in the computer.
• To be fully conversant with all services and facilities offered at the Hotel. Maintain current product knowledge of events and facilities of City of Dreams Manila including gaming, food & beverage, and entertainment to ensure guests receive accurate, timely information and advice.
• Answers high volume of calls/emails and responding professionally in terms of all general enquiries. Accepts table reservations of COD own restaurants and maintaining a response rate and service levels in accordance with established standards.
• Accurately captures detailed information on received calls and process such requests or forwards the messages to the relevant department.
• Understands and responds effectively and clearly to address requests over the phone or written correspondences.
• To have a thorough understanding of all Call Centre related services and products.
• Resolves internal and external guest complaints to guest satisfaction and escalates all challenges to department supervisors and managers in a timely and efficient manner to minimize further customer dissatisfaction and for tracking purposes.
• Adheres to all company policies and procedures and strive to achieve the service quality overall KPI's, targets and goals.
• Researches required information using accessible resources.
• Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of the Contact Centre Services.
• Maintains all Forbes quality standards and procedures from guest's stay to the guest's departure.  
• Follows up complicated calls where required. Directing unresolved issues and requests to the appropriate designated resource.
• Accurately records and processes requests and messages for our guests and customers and associated departments, utilizing the systems and technology.
• Adheres to set schedule, established policies and procedures and reporting requirements.
• Consistently seeks to develop a trusting relationship and working rapport with team members and ensure a positive approach to work. 
• Attends daily briefing, monthly departmental meetings, and training sessions as scheduled.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
• Provides assistance to related Business Units as appropriate and in accordance to set standards.
• Assists in establishing and maintaining a good call management system and operation that minimizes lost calls and has a high rate of enquiries being converted to sales.
• Compiles and maintains departmental information on daily/ weekly / monthly basis.
• Facilitates the ad-hoc promotion launched by other departments or as advised by Management.
• Delivers the brand promise and provides exceptional guest service at all times.
• Understands and strictly adheres to rules and regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health, and safety.
• Reports accidents, injuries, and unsafe work conditions to supervisor.
• Complies with Hotel's uniform, grooming, and hygiene standards at all times.
• Ensure and maintain confidentiality of all guest's information and pertinent Hotel data.
• Assist the Emergency Response Team in responding to emergencies; involvement is guided and/or limited per Hotel's emergency procedures.
• Participates in the company's Corporate Social Responsibility Program.
• Reduces waste materials and supplies by adhering to the Company's guideline on re-using and recycling.
• Ensures work area is clean and neat at all times including the proper maintenance of all equipment needed to perform the daily task.
• Identifies best practices to be implanted in your own work area as well as throughout the Contact Center Services department.
• Performs other reasonable job duties and responsibilities as assigned by supervisors and managers from time to time.   ​

QUALIFICATIONS:

Experience

• One (1) year experience in luxury Hotel with same capacity or related industry.
• Proven experience in customer service, quality assurance or performance management practices would also be beneficial.

Education

• Degree Holder in hospitality field or equivalent professional training.

Skills / Competencies

• Ability to work efficiently in high demand, team oriented and fast paced environment.
• Possess knowledge and application of related computer-based hospitality applications.
• Motivates and encourages others to work as a team, achieve business objectives and common goals.
• Adopts and implements new approaches and practices to meet changing circumstances.
• Excellent interpersonal and communication skills in English essential.
• Ability to converse in other key foreign languages will be an added advantage.
• Achieves agreed objectives and accepts accountability for results.
• Customer focused with excellent telephone manners.
• Ability to define problems, establish facts and respond calmly with rational decisions when handling requests.
• Ability to disseminate product knowledge accurately and in a timely manner. Ability to be flexible with skills in a 24-hour, 7 day a week rotating roster.