Core Agent

Roles and responsibilities

• The Core Agent is responsible for providing general information about the hotel and assisting callers.
• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
• Processes reservations from the sales office, other hotel departments, and travel agents.
• Knows the type of rooms available as well as their location and layout.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Communicates reservation information to the front desk.
• Open and close the availability as and when required of hotel in all channels and website.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers
  

What You Bring

• At least 1-2 years’ experience in a similar role within 5* Luxury Hotels
• Bachelor’s Degree in Hospitality Management or Equivalent
• Strong communication and customer service skills

• 1. Customer Service Excellence

• Providing Assistance: Respond to customer inquiries through multiple channels (phone, email, live chat, etc.), offering assistance with questions or issues they may have.
• Resolving Issues: Troubleshoot and resolve customer complaints or problems, ensuring that their concerns are addressed in a timely and satisfactory manner.
• Handling Escalations: Act as the first point of contact for customers, handling general inquiries and escalating more complex issues to higher-level support or specialized departments when necessary.
• Ensuring Customer Satisfaction: Maintain a positive, friendly attitude while interacting with customers, ensuring they have a pleasant experience when reaching out for support.

• 2. Product or Service Knowledge

• Understanding Products/Services: Gain an in-depth understanding of the company’s products, services, and policies to provide accurate and relevant information to customers.
• Guiding Customers: Help customers navigate through various services or products, explaining features, benefits, and usage instructions when necessary.
• Providing Recommendations: Offer additional products, services, or solutions to meet the needs of customers, enhancing their experience or resolving issues more efficiently.

• 3. Multitasking and Time Management

• Handling Multiple Requests: Manage multiple customer inquiries or support requests simultaneously, prioritizing them based on urgency and complexity.
• Efficient Issue Resolution: Address customer concerns quickly and effectively while managing time efficiently to assist as many customers as possible.
• Organizing Information: Keep track of customer interactions, ensuring follow-ups are timely and all necessary information is available when resolving inquiries.

• 4. Communication Skills

• Clear Communication: Communicate clearly and effectively with customers, ensuring that information is easily understood and that solutions are explained in an approachable manner.
• Active Listening: Listen attentively to customer concerns to ensure that their needs are fully understood before offering assistance.
• Empathy and Patience: Display patience and empathy when interacting with customers, especially during frustrating or challenging situations.

• 5. Technical Proficiency

• Using CRM Systems: Proficiently use customer relationship management (CRM) software and other tools to track customer interactions, update information, and document issues or resolutions.
• Navigating Internal Systems: Use internal systems to look up customer records, resolve issues, and ensure that the customer’s information is up to date.
• Troubleshooting: Assist customers with technical issues or challenges they may face with products or services, providing step-by-step guidance when required.

• 6. Problem-Solving Skills

• Analyzing Situations: Analyze customer issues carefully to identify the root cause of problems and propose the best solution.
• Offering Solutions: Provide accurate solutions to customer challenges, sometimes needing to think creatively when standard procedures do not apply.
• Escalation Management: When an issue cannot be solved at the agent level, escalate the issue appropriately, ensuring that the customer is informed of the escalation process.

Desired candidate profile

1. Customer Service Excellence

• Providing Assistance: Respond to customer inquiries through multiple channels (phone, email, live chat, etc.), offering assistance with questions or issues they may have.
• Resolving Issues: Troubleshoot and resolve customer complaints or problems, ensuring that their concerns are addressed in a timely and satisfactory manner.
• Handling Escalations: Act as the first point of contact for customers, handling general inquiries and escalating more complex issues to higher-level support or specialized departments when necessary.
• Ensuring Customer Satisfaction: Maintain a positive, friendly attitude while interacting with customers, ensuring they have a pleasant experience when reaching out for support.

2. Product or Service Knowledge

• Understanding Products/Services: Gain an in-depth understanding of the company’s products, services, and policies to provide accurate and relevant information to customers.
• Guiding Customers: Help customers navigate through various services or products, explaining features, benefits, and usage instructions when necessary.
• Providing Recommendations: Offer additional products, services, or solutions to meet the needs of customers, enhancing their experience or resolving issues more efficiently.

3. Multitasking and Time Management

• Handling Multiple Requests: Manage multiple customer inquiries or support requests simultaneously, prioritizing them based on urgency and complexity.
• Efficient Issue Resolution: Address customer concerns quickly and effectively while managing time efficiently to assist as many customers as possible.
• Organizing Information: Keep track of customer interactions, ensuring follow-ups are timely and all necessary information is available when resolving inquiries.

4. Communication Skills

• Clear Communication: Communicate clearly and effectively with customers, ensuring that information is easily understood and that solutions are explained in an approachable manner.
• Active Listening: Listen attentively to customer concerns to ensure that their needs are fully understood before offering assistance.
• Empathy and Patience: Display patience and empathy when interacting with customers, especially during frustrating or challenging situations.

5. Technical Proficiency

• Using CRM Systems: Proficiently use customer relationship management (CRM) software and other tools to track customer interactions, update information, and document issues or resolutions.
• Navigating Internal Systems: Use internal systems to look up customer records, resolve issues, and ensure that the customer’s information is up to date.
• Troubleshooting: Assist customers with technical issues or challenges they may face with products or services, providing step-by-step guidance when required.

6. Problem-Solving Skills

• Analyzing Situations: Analyze customer issues carefully to identify the root cause of problems and propose the best solution.
• Offering Solutions: Provide accurate solutions to customer challenges, sometimes needing to think creatively when standard procedures do not apply.
• Escalation Management: When an issue cannot be solved at the agent level, escalate the issue appropriately, ensuring that the customer is informed of the escalation process.