Call Handling Agent

2 weeks ago


Atlantic City, New Jersey, Malaysia The Gardens A St Giles Signature Hotel and Residences Full time

As a Hotel Call Handling Agent, you will be the first point of contact for guests and external inquiries via phone.

Your primary responsibility is to ensure excellent customer service by efficiently handling calls, providing information, and addressing guest inquiries.

Responsibilities:

  • Answer incoming calls promptly and professionally, representing the hotel in a positive manner.
  • Assist guests with reservations, inquiries, and special requests.
  • Provide accurate information regarding room availability, rates, and hotel facilities.
  • Process reservations, cancellations, and changes to guest bookings.
  • Handle guest complaints or issues with empathy and problemsolving skills.
  • Direct calls to the appropriate departments or personnel within the hotel.
  • Maintain knowledge of current hotel promotions, packages, and services.
  • Follow established procedures for handling emergency situations and escalate as needed.
  • Ensure confidentiality of guest information and adhere to privacy policies.
  • Collaborate with other hotel staff to provide a seamless and exceptional guest experience.

Requirements:

  • SPM, diploma or equivalent; additional education in hospitality is a plus.
  • Proven experience in a customer service role, preferably in the hospitality industry.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and handle a high volume of calls in a fastpaced environment.
  • Familiarity with hotel reservation systems and basic computer skills.
  • Positive attitude and willingness to assist guests with their needs.
  • Flexibility to work in shifts, including evenings, weekends, and holidays.
  • Knowledge of local attractions and services to assist guests effectively.

Job Types:
Full-time, Fresh graduate

Salary:
RM2, RM2,300.00 per month

Benefits:

  • Dental insurance
  • Health insurance
  • Maternity leave
  • Meal provided
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Night shift
  • Rotational shift

Supplemental pay types:

  • Overtime pay
  • Performance bonus

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