POSITION SUMMARY:
In accordance with the policies, procedures and standards of the Company, the Senior Agent, Casino Services & Reservations is an individual who answers multi-line calls, assists with the enquiries and/or directs the calls to the appropriate destinations promptly. The agent is tasked with providing professional and swift service to guests and facilities at the property in an informed and timely manner. The individual must ensure that guest expectations are met; adheres to established company policies and procedures and standard telephone etiquette. He/she will be required to achieve set objectives by management and work in close coordination with the team
PRIMARY RESPONSIBILITIES:
1. Must have a thorough understanding of the Casino Services and Reservations Booking Guidelines and Matrix.
2. Strong working knowledge in Opera and GEM2; and must know how to use relevant Windows Application: Word, Excel, Power Point and the ability to input and access data in the computer.
3. Handles high volume of calls/emails from Casino Hosts and Casino Members in the most professional manner, responding professionally to enquiries or booking activities related to Melco Resorts Leisure (PHP) Corporation group and maintaining a response rate and service levels in accordance with established standards.
4. Maintain current product knowledge of events and facilities of City of Dreams Manila including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
5. Accurately captures detailed information on received calls and process such requests or forwards the messages to the relevant department.
6. Understands and responds effectively and clearly to address requests over the phone or written correspondences.
7. To have a thorough understanding of all Contact Center Services related products and services and the ability to recommend and upsell alternatives.
8. Prepare, administer and compile reports as required in an accurate and timely manner.
9. Through consultation and involvement of employees, promote an environment where workplace hazards are minimized, and the health and safety of employees is valued.
10. Adhere to and exhibit pro-active leadership in accordance with all established policies and procedures within City of Dreams Manila.
11. Identifies training needs and brings them to the attention of the Manager.
12. Resolves internal and external guest complaints to guest satisfaction and escalates all challenges to department supervisors and managers in a timely and efficient manner to minimize further customer dissatisfaction and for tracking purposes.
13. Adheres to all company policies and procedures and strive to achieve the service quality overall KPI’s, targets and goals.
14. Researches required information using accessible resources.
15. Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of Contact Centre Services - hotel room reservations and internal helpdesk.
16. Maintains all Forbes quality standards and procedures during guest’s stay.
17. Follows up complicated calls where required. Directing unresolved issues and requests to the appropriate designated resource.
18. Accurately records and processes requests and messages for our guests and customers and associated departments, utilizing the systems and technology.
19. Interprets correctly the inventory or rate availability and keeping Management updated on the latest status.
20. Contributes to the maximization of revenue within City of Dreams Manila by upselling Rooms where appropriate.
21. Provides feedback to supervisor of any specific demand period for reservations to maximize revenue.
22. Recommends appropriate action plan which will increase reservations sales and/or improve guest satisfaction.
23. Adheres to set schedule, established policies and procedures and reporting requirements.
24. Consistently seeks to develop a trusting relationship and working rapport with team members and ensure a positive approach to work.
25. Attends daily briefing, monthly departmental meetings and training sessions as scheduled.
26. Provides excellent service to internal customers in other departments as appropriate and in accordance to set standards.
27. Assists in establishing and maintaining a good call management system and operation that minimizes lost calls and has a high rate of enquiries being converted to sales.
28. Compiles and maintains departmental information on a daily/ weekly / monthly basis.
29. Facilitates the ad-hoc promotion launched by other departments or as advised by Management.
30. Delivers the brand promise and always provides exceptional guest service .
31. Understands and strictly adheres to rules and regulations established in the Employee
32. Handbook and the hotel's policies concerning fire, hygiene, health and safety.
33. Reports accidents, injuries and unsafe work conditions to supervisor.
34. Complies with Hotel’s uniform, grooming, and hygiene standards at all times.
35. Ensure and maintain confidentiality of all guest’s information and pertinent Hotel data.
36. Assist the Hotel Response Team in responding to emergencies; involvement is guided and/or limited per Hotel’s emergency procedures.
37. Participates in the company’s Corporate Social Responsibility Program.
38. Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
39. Ensures work area is always clean and neat including the proper maintenance of all equipment.
40. Identifies best practices to be implanted in your own work area as well as throughout the Contact Services department.
41. Performs other reasonable job duties and responsibilities as assigned by Assistant Managers and Managers from time to time.
QUALIFICATIONS:
I. Experience
1. Three (3) years’ experience in reservations preferably in gaming or luxury Hotel.
2. Proven experience in customer service, quality assurance or performance management practices would also be beneficial.
3. Background in Opera Reservation System is an advantage
II. Education
1. Degree Holder in hospitality field or equivalent professional training.
III. Skills / Competencies
1. Ability to work efficiently in high demand, team oriented and fast paced environment.
2. Possess an advanced knowledge of related computer-based hospitality applications.
3. Background in Opera Reservation System is an advantage
4. Motivates and encourages others to work as a team, achieve business objectives and common goals.
5. Adopts and implements new approaches and practices to meet changing circumstances;
6. Excellent interpersonal and communication skills in English essential.
7. Ability to converse in other key foreign languages is an added advantage.
8. Achieves agreed objectives and accepts accountability for results.
9. Customer focused with excellent telephone etiquette
10. Ability to define problems, establish facts and respond calmly with rational decisions when handling requests.
11. Ability to disseminate product knowledge accurately and in a timely manner.
12. Ability to be flexible with skills in a 24-hour, 7 day a week rotating roster.
13. Analytical