As part of the expansion of Minor Hotels, Centralizing room reservation sales is a strategic move in gaining competitive advantage and resource planning. The role will serve the needs of the business, our guests and our colleagues by developing and implementing key reservations strategies to maximize the revenue and profit production of the Minor Hotels.
KEY DUTIES AND RESPONSIBILITIES
Please note that this is not an exhaustive list of everything that needs to be done. Minor Hotels employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
- Understand and experience of Customer Service Agent and/or Business Support Agent on how Customer Contact Centre operates.
- Comprehend and handle Best Rate Guarantee for all claims as per Minor Hotels standard.
- Analyse and process Rate Parity requests in timely manner.
- Understand, handle and process accurately Data Privacy (DSAR) requests according to Minor Hotels policies.
- Responds timely to customer queries and requests for eGift card as per terms & policies.
- Able to offer and confirm reservations. Also, can distinguish booking payment method such as payment gateway, eGift payment and credit card payment for the booking.
- In charge of direct or corporate eGift queries, process reservation, extension, suspension, and void.
- Handle first level queries and requests of GHA Discovery members, such as providing membership details, status, benefits, password reset and account merging requests.
- Auditing with current information and data on the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and fitness, and other service and facilities in Opera Reservation System.
- Update customer database with information via Zendesk and ORS system.
- Monitor Zendesk performance of Minor Customer Contact Centre and reporting irregularity to the supervisor.
- Test and report company product malfunctions and follow up with concern department to ensure the technical issues are resolved.
- Share feature requests and effective workarounds with Minor Customer Contact Centre, CRO, ARO and Cluster Reservation Office. (Share updates for Zendesk product to the fully integrated office whenever it applies)
- Assist direct supervisors on onboarding and beginner training for newcomers in Minor Customer Contact Center
- Handle the User Acceptance Testing (UAT) for any new product and providing constructive criticism and possible resolution for product such as ORS and Zendesk.
- In charge of ORS rate sync process and can perform successfully at least once a day.
- Develop and consolidate information for newly launched hotel to be updated in the existing system such as ORS and Zendesk; ensuring all information are tallied and verified across all channels.
- Assisting with Supervisors in related report for Minor Customer Contact Center,
- Daily: Minor Customer Contact Centre productivity
- Weekly: Live Chat
- Provide training and overview how to respond to Best Rate Guarantee Claim for Minor Customer Contact Centre and Hotel team.
- Handle Zendesk B2B functionality and ticket requests to support other offices.
- Creating company and travel agent profile via ORS
- Rate parity process
- Reservation modification for OCM hotels
- Hotel information update in ORS
- Identify and monitor technical problems at work and operational procedures to maintain customer and team satisfaction.
- Responsible for the administrative tasks and requirements assigned by the Managers and Supervisor of Business Support.
- Maintains effective communication on the activities of the Department with other business unit operations across regional hotels.
- Provide operational support to Minor Customer Contact Center Bangkok such as live chat, social media tickets, calls and email handling when required.