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Senior Contact Centre Reservation Agent

2 months ago

Adelaide, South Australia Accor Hotels Full time

About Accor Hotels

We are a global leader in the hospitality industry, welcoming individuals from diverse backgrounds and offering a wide range of career opportunities that match our employees' personalities. We support our team members in their professional growth and development, ensuring that their work brings purpose and fulfillment to their lives. As a result, our employees can explore the endless possibilities within our company and create their own unique stories.

Job Summary

We are seeking a highly skilled and customer-focused Reservation Agent to join our team at Accor Hotels. The ideal candidate will possess excellent communication skills, both written and verbal, in Thai and English, and have a minimum of 5 years of experience in a similar role. The successful candidate will be responsible for handling incoming calls and emails, providing personalized reservations experiences, and ensuring revenue maximization through up-selling and cross-selling services.

Key Responsibilities

  1. Customer Service
  • Provide friendly, energetic, and efficient service to guests via phone and email.
  • Obtain necessary information from guests to propose suitable offers.
  • Assist guests with inquiries about hotel facilities, destinations, and Accor loyalty programs.
  • Handle guest complaints in a timely and professional manner.
Reservations and Sales
  • Offer personalized and customized reservations experiences based on guests' needs.
  • Maximize revenue by up-selling guest rooms and cross-selling services and products, such as breakfast and airport pick-up services.
Training and Coaching
  • Conduct training for new agents and quality coaching sessions on a monthly basis.

Requirements

  1. Minimum 5 years of experience in a similar role.
  2. Native in Thai (verbal and written) and proficiency in English (verbal and written) is a must.
  3. Experience in hotel/resort or travel agency/OTA or equivalent work experience.
  4. Highly confident, customer-focused, able to work under pressure, and remain calm and courteous at all times.
  5. Expertise in sales skills (selling and upselling/cross-selling) is a must.
  6. Strong customer service knowledge and problem-solving abilities.
  7. Excellent communication skills and time-management skills.
  8. Ability to multi-task and use several systems simultaneously (knowledge about Amazon Connect is a plus).
  9. Computer literate in Microsoft Windows applications required (PowerPoint and Excel).
  10. A team player with a nice personality who is always ready to support peers.
  11. A team leader with training and coaching skills.