Job Description

Job Purpose
The Contact Centre Agent, as the first point of contact for the resort; is responsible for the answering of inbound calls received by the business unit and providing of exceptional, professional customer services to guests in line with Company standards. This will include:

• The routing of calls to relevant people and or departments received via the switchboard;
• Facilitating the logging, monitoring and resolution of in-house guest prompt response queries and issues
• Coordinating, capturing and confirming of all reservations and bookings received by individual leisure guests through the contact centre

Key Performance Areas

• Answer inbound calls received by the business unit in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Direct clients calls to the correct destination (department / person) through correct screening / questioning techniques
• Provides accurate information (including promotion information, functions, products, facilities, etc.) to guests
• Deal with queries and complaints from guests, escalating or transferring any issues where necessary
• Respond to hotel booking requests by eliciting the necessary information from guests to complete and confirm bookings for various hotel stays across the resort accurately and efficiently
• Upsell bookings to achieve best available rates on all booking requests; and convert calls to bookings / reservations where relevant
• Input and amend rooming lists in the system
• Upload and input market codes, source codes, nationalities and rates correctly into the system
• Route and capture special requests on system bookings
• Report and monitor prompt response issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction during their stay.
• Build good relationships and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the brand of the Company
• Compile and communicate confirmation letters to clients, as per their booking requirements
• Complete handover reports and files
• Balance blocks after the rooming lists have been captured in the system
• Follow up on all outstanding rooming lists and payments
• Send System generated rooming lists to the Clients / Operations Team
• Pull reports from PMS and ORS - reservations, including arrivals, stats, rooming lists, reservations audit, profit room amendments and cancellations

Education

• Grade 12
• 3-Year Hotel School Diploma is an advantage

Experience

• 2-3 Years' experience in the hospitality or service industry in a front office; reservations, switchboard or call centre environment
• Knowledge of timeshare is an advantage

Work conditions and special requirements

• Ability to speak fluently in English
• Flexible hours in line with operational requirements (including weekends; evenings when required)

Skills and Knowledge

• Organising & Coordinating Resources
• Collecting Information (sourcing, checking, documenting)
• Creating Customer Experiences
• Following Procedures
• Respond with Urgency
• Contextual Reasoning
• Maintaining Composure
• Integrating (Connecting, Relating, Collaborating)
• Assuring Quality
• Accommodation pricing structures
• SVC Product knowledge
• Reservations
• Proficient MS Office skills; TSW
• Working knowledge of Opera suite
• Selling skills
• Listening
• Telephone skills

Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

Skills Required