Customer Services Supervisor
3 weeks ago
To provide customers of products and services offered in hotels, car rentals, restaurants, spa, and hotel facilities. Use selling techniques to promote packages, insurance, etc. They also inform customers of the attraction sites available, directions, and any information they might need through their trip. They are the go-between for the customers and the facilities they are looking for. Counsel customers on terms and conditions of travel e.g., cancellation policies.
The prime objective of customer service is to answer customer questions quickly and effectively, resolve issues with empathy and care, document pain points to share with internal teams, nurture relationships, and improve brand credibility. Handle customer complaints or concerns
**_ Within this, the key responsibilities for this position are to:_**
- Assist in the effective operation of the Customer Contact Centre, Bangkok to meet the business goals of the Minor Hotel.
- 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,
- Understand how to handle and managing all the customer's inquiry via phone, live chat, social media, or the related channel.
- Give feedback to team member for Service Discovery and give a guidance the solution on how to handle customer request/ call with profession way and satisfaction.
- Delegate daily assignment to team member and make ensure task assignment has been given equally.
- Working closely with Assistant Customer Service Manager and bring up all challenge or concern with the solution.
- Support Assistant Customer Service Manager liaison between Cluster Sales, Front office, Reservation to ensure high level or external and internal satisfaction.
- Optimize sales by maintaining all facets of Customer Service Agent efficiency through continuous involvement in training and development, counselling and coaching, discipline and documentation. To initiate and develop Customer Service Team in customer focus, sales orientation and to track yield potential.
- Maintain quality assurance in all reservation data including SOP, rates in ORS, Minor Hotels’s information, business block, wholesale allocations, timely update of all offers and promotions etc by evaluating and documenting SOP and special Memo which issue at Customer Contact Centre, Thailand, and conducting daily evaluations and audits to ensure compliance.
- Ensure a high standard of service is maintained from associates at all times and that calls are answered in a timely and professional manner.
- Troubleshoot and resolve guest issues using the guest response process at all times. Follow proper escalation procedures when addressing guest concerns.
- Maintain effective office administrative procedures within the Customer Contact Centre, Bangkok 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 on 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 Customer Contact Centre, Bangkok according to instructions given by company.
- Provide accurate, valid, and complete information by using the right methods/tools.
(ORS/Zendesk)
- 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 Customer Contact Centre, Bangkok.
- 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 cancelling reservation details as applicable. Confirm the method of payment. Replying to every request for information within the timeline specified by the Minor Hotels.
- Take 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 including Allotment, Freescale, and stop-sale.
- Restricted dates, rates, and room types.
- All room rates, packages, and promotions.
- Specific arrangements between hotel and travel agencies, corporate reservations cent
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