Company DescriptionMinor Hotels is an international hotel owner, operator and investor with a portfolio of more than 540 hotels in operation. Minor Hotels passionately explores new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to different kinds of travellers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Elewana, Tivoli, NH Hotel Group, Four Seasons, St. Regis, Marriott and Minor International properties, across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America.Job Description
Able to think fast, find answers, and respond quickly to customers' concern, issues and questions, all with a polite, empathic, and professional and manner.
Excellent customer care and focus, ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
Attract customs by promoting our company positively, answering questions and addressing concerns as they arise.
Recommend possible hotels to meet the customs' needs
Ability to learn and follow all customer service procedures and policies.
Refer issue and questions to managers if necessary
Answer and manager incoming calls, emails, chats, WhatsApp, LINE, and/or the related channel
Take personal responsibility for driving up selling and cross selling
Strive to meet and go above personal and team targets, and goals.
Aim for customer resolution and return
Record, organize and file customer interactions and profile/account changes.
Maintain effective office administrative procedures within the Minor Customer Contact Center, Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
Able to close sell, up-sell and cross-sell on transient business.
Assist to make all room reservation and ensure maximize room revenue and ensure all reservation detail update within required hotel procedures.
Able to assist transient customer on other hotel inquiry, transportation, direction, spa, etc.
Able to gather information of group and/or event inquiry with necessary steps.
Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In-depth understanding of local seasonality and booking patterns.
Taking, amending and cancel reservation details as applicable. Confirming the method of payment.
Ensure compliance to all security and safety standards on everyday basis.
Ensure optimal utilization of all company software system and maintain knowledge on all room types and its availbiltiy
Qualifications
College degree in hotel management.
Previous experience in customer support, client services, sales or a related filed
Able to concentrate on multiple problems at once
Personable and attentive
Strong interpersonal skills
Strong verbal communicator
Customer-focused for positive customer experience and resolution
Familiar with the software used to connect with customers and gather their information
Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
Excellent time management and prioritization skills
Familiar with the hotel operations available technology and all distribution channels.
Understand the dynamics of regional & local markets and local competitors.
