Call Center Agent

Main Tasks:

1. Answering Phone Calls:

   • Receive all internal and external calls in a professional and courteous manner.

   • Transfer calls to the relevant departments or individuals quickly and accurately.

   • Record messages when the requested person is unavailable and relay them.

2. Guest Services:

   • Respond to guest inquiries regarding services, prices, and promotions.

   • Handle special requests (such as cleaning, maintenance, room service requests).

   • Follow up on requests with the relevant departments to ensure prompt execution.

3. Reception and Phone Reservations:

   • Receive new booking calls or modifications and cancellations.

   • Ensure accurate entry of booking data into the reservation system (Opera or any used system).

4. Coordination Between Departments:

   • Continuous communication with different departments (reception, housekeeping, maintenance, food and beverages) to meet guest requests.

   • Follow up on requests until execution is confirmed and satisfaction is achieved.

5. Handling Complaints:

   • Receive complaints or comments from guests and address them calmly and professionally.

   • Escalate unresolved cases to the supervisor or on-duty manager.

6. Wake-up Call Service:

   • Record and execute wake-up calls at the scheduled time accurately.

7. Documentation and Reports:

   • Record calls and requests in daily logs or the electronic system.

   • Prepare the end-of-shift report including notes and outstanding requests.

8. Commitment to Quality Standards:

   • Adhere to the hotel brand standards in response style, courtesy, and use of standardized welcoming phrases.

   • Maintain complete confidentiality of guest information.