Job Purpose

The Contact Centre Agent, as the first point of contact for the resort; is responsible for the answering of inbound calls received by the business unit and providing of exceptional, professional customer services to guests in line with Company standards. This will include:

• The routing of calls to relevant people and or departments received via the switchboard;
• Facilitating the logging, monitoring and resolution of in-house guest prompt response queries and issues
• Coordinating, capturing and confirming of all reservations and bookings received by individual leisure guests through the contact centre

Key Performance Areas

• Answer inbound calls received by the business unit in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Direct clients calls to the correct destination (department / person) through correct screening / questioning techniques
• Provides accurate information (including promotion information, functions, products, facilities, etc.) to guests
• Deal with queries and complaints from guests, escalating or transferring any issues where necessary
• Respond to hotel booking requests by eliciting the necessary information from guests to complete and confirm bookings for various hotel stays across the resort accurately and efficiently
• Upsell bookings to achieve best available rates on all booking requests; and convert calls to bookings / reservations where relevant
• Input and amend rooming lists in the system
• Upload and input market codes, source codes, nationalities and rates correctly into the system
• Route and capture special requests on system bookings
• Report and monitor prompt response issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction during their stay.
• Build good relationships and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the brand of the Company
• Compile and communicate confirmation letters to clients, as per their booking requirements
• Complete handover reports and files
• Balance blocks after the rooming lists have been captured in the system
• Follow up on all outstanding rooming lists and payments
• Send System generated rooming lists to the Clients / Operations Team
• Pull reports from PMS and ORS – reservations, including arrivals, stats, rooming lists, reservations audit, profit room amendments and cancellations

Requirements

Education

• Grade 12
• 3-Year Hotel School Diploma is an advantage

Experience

• 2-3 Years’ experience in the hospitality or service industry in a front office; reservations, switchboard or call centre environment
• Knowledge of timeshare is an advantage

Work conditions and special requirements

• Ability to speak fluently in English
• Flexible hours in line with operational requirements (including weekends; evenings when required)

Skills and Knowledge

• Organising & Coordinating Resources
• Collecting Information (sourcing, checking, documenting)
• Creating Customer Experiences
• Following Procedures
• Respond with Urgency
• Contextual Reasoning
• Maintaining Composure
• Integrating (Connecting, Relating, Collaborating)
• Assuring Quality
• Accommodation pricing structures
• SVC Product knowledge
• Reservations
• Proficient MS Office skills; TSW
• Working knowledge of Opera suite
• Selling skills
• Listening
• Telephone skills