Agent, Guest Services

POSITION SUMMARY:

The Agent, Guest Services is an individual who answers multi-line calls, assists with the inquiries and/or directs the calls to the appropriate destinations promptly.

The agent is tasked with providing professional and swift service to guests and facilities at the property in an informed and timely manner.

The individual 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:

• Exhibits a thorough understanding and working knowledge of Opera, Excel, Power Point and Word and ability to input and access data in the computer.
• Remains fully conversant with all services and facilities offered at the Hotel.
• Maintains 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 inquiries or booking activities related to Melco Resort Leisure Philippines group and maintaining a response rate and service levels in accordance with established standards.
• Captures detailed information on received calls and processes such requests or forwards the messages to the relevant department accurately.
• Understands and responds effectively and clearly to address requests over the phone or written correspondences.
• 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 - hotel room reservations and internal helpdesk.
• Maintains all Forbes quality standards and procedures from guest's pre-arrival, to guest's arrival, to guest's in-house stay to the guest's departure including non-in-house guests.
• Follows up complicated calls where required.
• Directs unresolved issues and requests to the appropriate designated resource.
• Records and processes requests accurately 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.
• 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 excellent service to internal customers in other departments 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 inquiries 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.
• Ensures and maintains confidentiality of all guest's information and pertinent Hotel data.
• Assists the Hotel 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 Services department.
• Performs other reasonable job duties and responsibilities as assigned by supervisors and managers from time to time.

QUALIFICATIONS:

Experience

• 1 year experience in BPO Call Center or luxury Hotel.
• 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 an advanced knowledge 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.