Concierge agent

Job Description

Job Responsibilities

The Inbound Guest Services Agent is to provide our Guests with a world class service according to our Yas Island guest experience ethos. He/she will create memorable vacation planning experiences utilizing exemplary sales techniques, solid guest service skills, and strong attention to detail. Meeting or exceeding established booking conversion rates, average handling time guidelines, and other performance metrics associated with the position.

The Inbound Guest Services Agent will develop and maintain excellent relationships with Guests resulting in increased levels of Guest service and conversion rates.

• To receive inbound enquiries from guests enquiring about any of the brands represented on Yas Island
• To gain a clear understanding of the guests’ enquiry or complaint
• To properly answer the guests’ query in the most accurate and speedy manner without making the guest feel rushed.
• To resolve any guest queries through troubleshooting with the guest to ensure payment is made promptly
• To use appropriate tools to effectively respond to the query type is made
• Ensure Yas Island as a destination is fulfilling its brand promise to the guest
• Maintain an excellent and up-to-date level of product and procedural knowledge and proactively seek out information, in order to understand guest issues.
• To ensure the guest does not need to call us again for the same query by delivering the right response and educating them in future on how to get this response using self-service whenever appropriate
• Document call outcome including any agreements made regarding payment
• Identify and report new business practices that could be introduced or suggest modifications to existing practices to increase guest satisfaction levels
• Contribute positively towards the achievement of performance targets in all aspects of the team’s activities.
• Aim to achieve or exceed Experience Hub and Agent KPIs (e.g. Guest Satisfaction and Quality Scores)
• Entering and/or updating client information in the system and ensure Guest details are up to date
• Support a good team and working environment through assisting fellow employees and participate constructively in team meetings
• Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader
  
  

• Higher Secondary
• Candidates will have worked in a hospitality or travel contact center and will have the ability to work in a fast-paced environment.
• Candidates will have worked in a contact center for a minimum of two years or similar environment.
• Ability to develop and maintain guest rapport
• Excellent computer and system skills
• Excellent interpersonal and verbal and written communications skills and ability to convert enquiries into sales
• Excellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical information
• Proven ability to work towards individual and team targets
• Fluency in English and/or Arabic
  
  

• University Degree
• Quality scores of not less than 87%
• Candidates will be confident and enthusiastic
• Excellent attention to detail and accuracy
• Ability to overcome objections
• Ability to work on own initiative but also as part of a team
• Ability to work in a constantly evolving environment
• Ability to organize and prioritize work effectively