Agent – Service Center

Job Description

Guest Service Responsibilities

• Receive external hotel calls and coordinate internal calls from the central Service Center.
• Handle guest requests and instructions promptly, accurately, and according to procedure.
• Transfer calls to the correct person using an appropriate telephone manner and hotel extension knowledge.
• Protect guest privacy and keep guest names and history information confidential.
• Perform requested wake-up calls at the exact scheduled time.
• Record guest messages accurately and confirm that guests receive complete information.
• Answer calls within three rings and place callers on hold politely and tactfully when needed.
• Maintain warm, friendly, and professional guest service standards.

Technical Responsibilities

• Keep the Service Center room tidy and maintain knowledge of hotel outlets, menus, daily dishes, and room service menu characteristics.
• Take complete room service orders, record details in the logbook, coordinate timely delivery, and reconfirm guest satisfaction.
• Handle housekeeping requests, record details, follow up on time, and reconfirm completion with guests.
• Read, update, and maintain the Service Center logbook and record problems or complaints immediately.
• Provide a full shift handover covering activity and pending issues.
• Know and follow established hotel security procedures and report problems to the supervisor.
• Meet hotel standards and procedures consistently.

Additional Duties

• Continue learning through the individual development plan.
• Represent Dusit's brand values, promote Thai graciousness, and deliver an exceptional guest experience.
• Maintain confidentiality and secure storage of company, customer, staff, intellectual property, and database information.
• Perform other duties assigned by the superior.

Job Requirements

• Bachelor degree in Hotel Management or a relevant discipline.
• At least two years of call center experience; hospitality experience is preferred.
• Knowledge of call center operations and technical procedures.
• Excellent spoken and written English communication skills.
• Professional disposition with excellent communication and interpersonal skills.

Position Information