CSR Executive

2 weeks ago

Quezon City, National Capital Region, Philippines Dash Living Full time ₱9,600 per year

Job Description

  • Support the Revenue Manager and Revenue Operations Supervisor to ensure the smooth operation of receiving reservations into the hotel.
  • Act within SOP and meet SLA when responding to inbound reservation inquiries from all channels in a timely manner to meet company KPIs.
  • Weekly alignment with stakeholders to ensure a five-star level of service to our guests.
  • Ensure a high level of customer satisfaction.
  • Ensure all reservations are entered into the PMS accurately and updated on a regular basis, supporting the finance team on a weekly basis for reconciliation of any dispute reservations from OTAs.
  • Be the day-to-day liaison between the hotel and OTAs, including but not limited to check-in and out procedures, customer service, and resolving any cancellation requests outside of standard cancellation policies.
  • Ensure the distribution channel partners are operating within the standards of the partnership and improving terms and conditions that are beneficial to all hotels.
  • Ensure related efficiency and accuracy for all reservations from multiple channels into PMS including settlements of payments on a per-reservation basis.
  • Document and iterate SOP to ensure required actions are scalable.
  • Ensure all guests' pre-arrival, during, and post-stay experience is of the utmost customer service standards.
  • Support the running of direct booking marketing campaigns including but not limited to advance bookings, loyalty programs, and seasonal offers.
  • Close relationship with in-property operations and community teams.

What we're looking for

  • Diploma / Bachelor's /College Degree / Equivalent Experience
  • Preferably at least 2-3 years of relevant experience
  • Critical thinker and meticulous
  • Sales Skills & Probing Skills
  • Attention to detail is a must
  • Great interpersonal skills and a team player
  • Able to multitask and work independently with minimal supervision
  • Able to work independently, multi-task, and meet deadlines
  • Excellent Oral and Written communication skills

Salary:
800 SGD

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