Service Agent

Roles and responsibilities

• Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
• Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current events.
• Rotate in 3 shifts (morning / afternoon / night).
• Handle incoming calls and handle wakeup calls
• Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
• Maintain the privacy of all guests by ensuring that no details are disclosed.
• Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.
• Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints.
• Complete additional tasks assigned by your Service Leader, Supervisor or Manager
• Promptly handle all emergency calls efficiently.
• Use Messagebox to log all requests and issues
• Promptly check all e-mails and action accordingly.
• Attend shift briefings, read handovers and participate in departmental meetings/gatherings.
• Be fully knowledgeable of the operating systems such as Alcatel, Opera, Messagebox, Microsoft and etc to perform the tasks/operations promptly.
  

What we need from you

• Minimum two years’ experience in the same role in a 5 star hotel, Call centre or any customer service related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.
• Previous experience in Opera system is an advantage.
• Ability to work independently and within a team environment.
• Able to manage multiple tasks.
• Eager to learn, stay motivated & progress.
• Enthusiastic, courteous & helpful to colleagues & customers.
• Customer service orientated.
• Outgoing, friendly, warm personality.

Desired candidate profile

1. Workforce Planning

• Identifying Staffing Needs: Collaborating with senior management, department heads, and HR teams to identify current and future staffing needs. This includes understanding the company's growth plans, seasonal demands, and specific project requirements.
• Forecasting and Budgeting: Anticipating and forecasting the need for additional resources or personnel, and ensuring that the necessary budget is allocated for recruitment and staffing efforts.
• Resource Allocation: Ensuring that resources (staff, contractors, etc.) are effectively allocated across projects and departments, balancing workload and optimizing employee productivity.

2. Recruitment and Staffing

• Recruitment Strategy: Developing and implementing recruitment strategies to attract top talent. This includes leveraging job boards, recruitment agencies, social media, and industry networks.
• Hiring Process Oversight: Overseeing the hiring process, from writing job descriptions and conducting interviews to negotiating job offers and ensuring a smooth onboarding process for new employees.
• Talent Pool Management: Building and maintaining a strong talent pool to meet future hiring needs, keeping track of high-potential candidates, and ensuring the company has access to a broad network of qualified candidates.

3. Employee Retention and Development

• Retention Strategies: Developing strategies to retain key talent, reduce turnover, and create a positive work environment. This may include career development programs, employee engagement initiatives, and offering competitive benefits.
• Career Development: Working with department managers to create career development pathways for employees, helping them achieve their professional goals within the organization.
• Succession Planning: Implementing succession planning to ensure the organization has a strong pipeline of future leaders and can fill key roles from within when needed.

4. Stakeholder Management

• Collaboration with Leadership: Collaborating with senior management, HR, and departmental leaders to align staffing needs with company goals and ensure resource requirements are met.
• Relationship Management: Building strong relationships with internal stakeholders to understand their resource needs and challenges. Acting as a trusted advisor to leadership on staffing and resource-related issues.
• Vendor Management: Managing relationships with external recruitment agencies or consultants to ensure the recruitment process is smooth, timely, and cost-effective.