Customer service officer tại Reedoorz

1/2019 → 7/2020 (1 năm 5 tháng)

Hồ Chí Minh

Customer Service Officer ● Manage large amounts of income calls ● Identify and assess customer's needs to achieve satisfaction ● Build sustainable relationships and trust with customer accounts through open interactive communication ● Handle customer complaints, provide appropriate solutions and alternatives within the limits time; follow up to ensure resolution ● Keep records of customer interactions, process customer accounts and life documents ● Follow communication procedures, guidelines and policies ● Assists and prepares in groups pre-arrival process and also prepares group rooming lists to avoid overbook. ● Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc... If there are failed reservations to update the Hotel software then process those reservations manually. ● Coordinate with the Channel manager, or software vendors for any availability, rate , promotion, drop booking. ● Update No-shows and cancellations on all OTA's without fail to avoid unwanted commissions. ● Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations. ● Verify if each reservation requests are processed as per the hotel standards and without delay (night-shift) ● Process retentions, no-show and cancellations as per the hotel policy and procedures. ● Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately. ● All reservation modifications are updated on the property management system immediately and accurately in case of any changes. ● Dealing and relocating guests to the other hotel under the company's brand, provide free transportation, when overbooking happens. ● Managing allotment, close allotment accurately to avoid averbook when it fully booked.

Phạm Hữu Độ - Manager

RedDoorz Vietnam

Damon.pham@reddoorz.com