The Guest Services Center Agent will report to the Guest Services Center Manager and forms part of the Front Office team who collectively deliver exceptional guest experiences.
The Role of the Guest Services Center Agent
Assist our guests with planning and booking reservations. May also help plan travel itineraries by suggesting local tourist attractions and places of interest.
Answer guest questions about property facilities/ services (e.g., hours of operation, menu price, packages, promotions, entertainment, restaurants, special events).
Handling manual and technical related system switchboard by providing efficient service to guest through telephone call, email, fax, form and etc.
Ensure prompt answering of all incoming calls, including directing call to other extension, correspondence regarding accommodation and restaurants reservations accurately. Speak clearly and in a professional manner with appropriate telephone etiquettes.
Process booking and send the details and confirmation to the guests. must be very knowledgeable on the services that we are selling or promoting. Guests will often have questions throughout the booking process and the Agent are expected to answer them.
Colleagues are encouraged to upsell by offering our guests additional services or special packages.
Preferred Qualifications And Skills
Diploma or Certificate in Hospitality Management from leading hotel schools
Experience in a similar capacity in the Reservations department of a hotel or as a Telemarketing Officer/Executive
Strong computer skills, experience with Telephone Console, Winsuite (FCS) and Property Management System (PMS) is preferred
Able to work independently with minimum supervision
Pleasant with positive attitude
Willing to work shift duties
Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:
Malaysia work authorization is required for this position.
Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.
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