Customer Service Agent

2 weeks ago

กรงเทพมหานคร, Thailand Minor International Full time

**Company Description**

Minor Hotels is an international hotel owner, operator and investor, currently with over 530 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 travelers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Tivoli, M Collection, NH Collection, NH, nhow, Elewana, Marriott, Four Seasons, St. Regis, Radisson Blu and Minor International properties, Minor Hotels operates in 56 countries across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, South America and North America.
- Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.
- Take personal responsibility for driving up selling, achieving set revenue targets by months.
- Be fully aware at all times of the Selling Strategy, rates, packages and booking status of the Minor Hotels.
- Process and respond within a timely manner to all reservation requests and inquiries according to company standards,
- Handle and understand on how to manage Retail booking via phone, live chat, whatsapp, line or the related channel.
- Maintain effective office administrative procedures within the Minor Hotels Central Reservation Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
- To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
- Take personal responsibility for maximizing quality levels of product and service and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
- Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.
- Warrant correct operation of the Minor Hotels Central Reservation Thailand, according to instructions given by Minor Hotels Central Reservation team leader.
- Ensure Reservations procedures for ORS is being followed correctly. In-depth knowledge of ORS is required.
- Proactively promote other sister properties of the Minor Hotels.
- Understand how the (Property) Sales office, Cluster Sales and Front Office relate to the Minor Hotels Central Reservation Thailand.
- 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. Replying to every request for information within the timeline specified by the Minor Hotels.
- Take the necessary steps to assist hotels with any issues or concerns on all aspects of the reservation process and provide feedback in a timely manner.
- Be Knowledge and maintain complete knowledge of;
- All hotel facilities/services, hours of operation.
- All guest room layouts, bed types, décor, appointments, and locations.
- Understand the Wholesale segment included Allotment, Freesale and stopsale.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between hotel and travel agencies, corporate reservations center.
- Entertainment/special events scheduled in the hotel.

**Qualifications**
- College degree in hotel management.
- 1 years experience in hotel reservation or rooms division.
- Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
- Understand the dynamics of regional & local markets and local competitors.

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