Job Description

Mandarin Bilingual Agent

Taguig City

Apr 21, 2017

Job Requirements

• At least high school graduate but only a Filipino Citizen
• Minimum 1 year of front desk agent or hotel reservations experience
• Experience with PMS (Property Management System) or hotel central reservations system
• Strong written & verbal communication skills in English and Japanese/Mandarin languages
• Proficiency in PC/computer skills and Microsoft Suite of products
• Demonstrate a curiosity and eagerness to learn about global destinations and products. Global travel experiences desirable
• Ability to focus attention on details, be well organized, and follow-up
• Ability to calculate
• Willing to work in shifting schedule and work at McKinley Hill

Job Description

• Answer all telephone calls and emails in accordance with company and LQA standards
• Book, modify & cancel guest reservations for individuals and/or groups that are requested either by phone, or email. Using the reservations system, process reservations for FIT, Group, Corporate, OTA, and Wholesale reservations.
• Ensure proper verbiage and etiquette is used when answering the phones and selling hotels' rooms
• Provide service to clients at a personal concierge-type service level including acting as a liaison between guest and property for all room requests and additional services required for their stay
• Stay abreast of current rates, rate changes and all promotions
• Provide guests with information regarding amenities of the hotel, rooms, and food services. Display knowledge of the local area, to include but not limited to, transportation, local attractions and activities
• Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
• Determine customer needs and recommend effective solutions.
• Ensure all that all company standards for follow-up with customers as well as an internal contacts are met
• Demonstrate a solid understanding of our customers, our products, our competitors and our industry
• Foster a close working relationship with company’s hotel team members
• Demonstrate effective listening skills and questioning techniques
• Implement call guidelines and selective selling strategies when required
• Keep supervisor promptly and fully informed of all matters of significance
• Meet or exceed quality, productivity and sales targets for individual and team goals
• Work diligently with management and maintain positive and receptive attitude
• Support any company reservations business activity as requested by the management team
• Be an ambassador of the company brand at all times, in and out of the work place.