Core Agent

• 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.

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.