Guest Experience Agent

5 days ago

Sydney, Australia The Star Entertainment Group Full time

Clearly demonstrate to guests and employees a commitment to service excellence.
- Meet Reservations Services benchmarks included but not limited to call conversion, revenue, calls handled and quality assurance.
- Participate in training programs to improve knowledge and reservations sales skills
- Provide guests with resort related information, including description and directions.
- Work order processing through the Maximo system as well as electronic mail.
- Organise, co-ordinate and complete reservations requirements for hotel rooms, dining and spa as well as internal event and entertainment offerings. Provide administrative support for reservations related functions.
- Maintain a guest focus in all services, ensuring that guest service delivery is timely, effective and efficient and that it meets both the guest’s needs and corporate standards.
- Provide guests with a clear picture of The Star Entertainment Group’s products and services; always leading the call without failing to listen to the voice of the guest
- Ensure that guest requests for reservations and other services are met and confirmed; within the guidelines established by management
- Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
- Review daily hotel arrivals for accuracy and complete related follow up work to ensure arrivals are appropriately prepared for the days shift hand over to each hotel Front Office team
- Action daily checklist tasks
- Review and action bookings from Internal Reservation System that manages internal hotel bookings allocated to various cost centres for complimentary and contra bookings.
- Assist with Star branded general gift card and voucher enquiries and bookings.
- Conducting outbound and sales marketing campaign promotions.
- Present, at all times, a positive view of The Star Entertainment Group when interacting with guests and fellow employees
- Escalate difficult and complex situations to Reservation Services Supervisors as they arise
- Provide management with feedback to improve process, product or service offerings
- Clearly demonstrate to guests and team members a commitment to service excellence through the effective implementation and delivery of The Star Values at all times.
- Maintain confidentiality of all Star Entertainment Group trade secrets and proprietary information including business processes, guest information, marketing plans and any other confidential information
- Perform all other related and compatible duties as assigned.
- Compliance with The Star Entertainment Group’s Sustainability Strategy including waste minimisation and recycling activities and reducing energy and water use
- Ensure compliance with The Star Entertainment Group Code of Conduct, all internal policies and procedures and relevant statutory and regulatory requirements

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