Agent – Service Center

Dusit Thani Laguna Singapore; Abu Dhabi; On-site; AED 56,000 - 89,000; Full time

Job summary

Dusit Thani Laguna Singapore is seeking a Service Center Agent to manage external calls and coordinate internal communications. The role emphasizes accurate, timely task execution and delivering warm, professional guest service that leaves a lasting first impression.

Candidates should have a Bachelor degree in Hotel Management or related discipline, at least 2 years in a hotel call center, and strong English communication skills in both written and spoken form.

Qualifications

• Bachelor degree in Hotel Management or related discipline.
• Minimum 2 years in Call Center experience, preferably in hospitality.
• Knowledgeable in Call Center operation and technical aspects.
• Excellent English communication skills, both written and spoken.

Responsibilities

• Handle calls from outside the hotel and coordinate internal calls.
• Ensure tasks are completed accurately, timely and to high quality.
• Maintain warm, professional guest service and first impression.
• Transfer calls accurately and know hotel extensions.
• Protect guest privacy and confidentiality.
• Handle wake-up calls and guest messages diligently.
• Keep Service Centre Room tidy and log room service details.
• Report shift handovers and communicate issues to supervisor.

Skills

Call Center

English Communication

Hospitality Knowledge

Education

Bachelor degree in Hotel Management or related discipline

Job description

PRIMARY RESPONSIBILITIES

Guest Service Responsibilities

• The Service Center Agent is working in a central area because she/he receives all the calls from outside the hotel and coordinates the internal calls.
• The Service Center Agent must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.
• The Service Center Agent must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of Hotel is a lasting one of genuine warmth and friendliness and of high standards.
• Follow up: The Service Center Agent will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
• Telephone transfers: The Service Center Agent will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person; he/she will introduce the person on line before to hang off. The Service Center Agent must know by heart all the telephone extensions of the Hotel in order to be more efficient.
• Privacy: The Service Center Agent will be attentive to respect the privacy/confidentiality of the information, or guest names available at the operator room. He/she will ensure not to transmit any guest name, or guest history information.
• Wake-Up Calls: The Service Center Agent will ensure that any wake-up call requested by a guest is performed at the exact time according to the established procedure.
• Guest Messages: The Service Center Agent will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensures that the guest has well received the message with full information.
• Calls Handling: The Service Center Agent is responsible to ensure that all phone calls are answered within 3 rings; he/she will then find the polite and tactful way to keep on hold a guest when it is required.
• Guest Knowledge: The Service Center Agent must have a good knowledge of the Sofitel So Bangkok guests, especially all the VIP and will mention their name on the phone as often as possible.

Technical Responsibilities

• Organization: She/he will ensure that Service Centre Room is perfectly tidy at any time.
• F&B Knowledge: The Service Center Agent has to ensure his/her full knowledge about the hotel outlets and menus. . The Solution Centre Officer must know on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics.
• F&B Order: The Service Center Agent will be attentive to get all details of a Room Service order, asking the accurate questions. All will be carefully recorded in a logbook and the full details will be given to the Room Service staff. The Service Center Agent will then ensure that the order is sent on time and reconfirm with the guest if it is reaching his expectations
• Housekeeping Follow up: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The Service Center Agent will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
• Communication: She/he will be attentive on all information received during the Supervisor briefing. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The Service Center Agent will read the Service Center Agent logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the The Service Center Agent right away.
• Handover: Each end shift, The Service Center Agent will give a full handover to The Service Center Agent of the following shift regarding the activity & pending issues to be followed.
• Security Issues: The Service Center Agent has an important role to play in terms of security; he/she has to know by heart all security procedures established and to be able to act accurately if it is required.
• To ensure that all the standards and procedures established at the Hotel are reached successfully and permanently.

OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

COMPANY’S CULTURE

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT

• 1. Bachelor degree in Hotel Management or any relevant discipline
• 2. Minimum of 2 years in Call Center experience, preferably in a hospitality business
• 3. Knowledgeable both in Call Center operation and technical
• 4. Have excellent English communication skills both in written and spoken posses professional disposition with excellent communication and interpersonal skills