Brisbane, Australia | Posted on 24/10/2024
Position Summary: The Guest Services Agent at Alloggio is a highly focused, energetic, and proactive professional dedicated to ensuring exceptional guest experiences from the confirmation of reservations through to post-departure. This role involves troubleshooting potential issues, anticipating guest needs, and working closely with on-ground teams to ensure all guest requirements are met. The Guest Services Agent will handle inquiries from various channels including email, phone, social media, and web chat, maintaining a high level of efficiency and service excellence.
Key Responsibilities: Guest Engagement:Act as the primary point of contact for guests from reservation confirmation to post-departure.Respond to guest inquiries promptly and professionally across all communication channels.Build rapport and establish brand loyalty through continuous engagement and exceptional service.Troubleshoot and resolve guest issues swiftly, ensuring minimal disruption to their experience.Anticipate potential problems and address them proactively.Collaborate with on-ground teams to manage any physical needs or issues that require direct intervention.Operational Coordination:Complete the daily checklist of duties as set out by the Contact Centre Manager and/or Reporting Manager.Assist with the coordination of day-to-day duties of the Guest Services department, ensuring tasks are completed timely and to a high standard.Coordinate with on-ground staff 48 hours prior to guest arrival to ensure all preparations are complete.Manage guest requests and ensure they are communicated effectively to the relevant teams.Maintain accurate and detailed records of all guest interactions and resolutions.Handle inquiries and requests from multiple channels including email, phone, social media, and web chat.Ensure swift and accurate task management to maintain high service standards.Seek continuous improvement in processes and suggest efficient ways to enhance guest satisfaction.Collaboration and Team Support:Work closely with the central support team across multiple countries and time zones.Assist the Regional Managers, Holiday Managers, Hotel Managers, and Revenue Managers with tasks as instructed.Contribute to team development, including training, coaching, and providing constructive feedback.Promote and practice Alloggio values of teamwork, mutual respect, integrity, and empowerment among all co-workers.Be aware of cultural differences and varying definitions of vocabulary, ensuring clear and effective communication.Maintain open communication and avoid working in silos, ensuring a cohesive team.Seasonality and Rostering:Understand that as a hospitality business, Alloggio must expand and contract with the time of year and seasonality.Be flexible and adaptable to work across a 24/7 operation, with rostering running from Monday to Sunday based on business demands.
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