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Guest Service Agent
hace 3 meses
.Job FunctionsCustomer ServiceGuarantees Guest satisfaction and resolves customer issues before, during, and after their visit adhering to company policy and guidelines; liaising with suppliers(Hotels / Resorts / car hire companies/ Corporate etc) where necessary.Answer switchboard, preview, and back office telephone calls. Deal with enquiries or redirect calls/messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages.Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointments for tours.Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean/disinfect tables.Prepares and issues gift vouchers/MRW points/resort credits to the clients.Guarantee compliance and/or pre-arrival calls to Holiday Preview clients. Email missing information to the client. Record all in relevant computer system.Forward special accommodation requests to the resort or hotel and organize additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations, or flowers/champagne for special occasions.Strive to keep No Show & No Tour % to a minimum and ensure procedures are in place in order to achieve this.Complete welcome calls on time & ensure clients are aware of their obligations with regards to the package and deal effectively with those who do not adhere to the conditions.Administration & OtherKeeps Sales Centre & show apartment clean and tidy; make sure all lights, music, and plants are maintained, report any maintenance or repair issues & coordinate repairs.Ensure completion of all administrative duties within the department in a timely manner.Receive and coordinate all appointments from Marketing Coordinators IPC Team, in-house Team.Ensure all tours are logged correctly in OTM and Electronic Tour log daily, following correct SOPs.Maintain the ETL reception log files which list client details, source code, sales executive, tour comments, and times of each tour and update the book with future appointments.Create SNAGITS to hand to SE before tour starts.Together with Sales Management, administer the sales line, taking into account priorities and language requirement/capability/power line/preview/local line.Update tour manifest as per SOP, print reports to control accuracy of OTM input and tour management, prepare weekly 'closing of the week' reports complete actions on time.Update a file for management on a weekly basis with all '5NI' clients, 'Housed' tours, and clients who bought DMVC. Inputs new records in Goldmine if a client was on 5NI list and currently not on the database.Prepare the information for Owner Referral's Tours, enrollments for owner tours, and rental rebate information for rental tours.Issue owner's cards after checking on maintenance fees status
