Concierge Agent
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Key skills for this role
About the Role
Farah Experiences is looking for an Inbound Guest Services Agent to provide world-class service at Yas Island. The role involves handling inbound inquiries, booking conversions, and resolving guest queries while meeting performance targets.
Key Skills for This Role
Responsibilities
- Receive inbound enquiries from guests about Yas Island brands
- Gain clear understanding of guest enquiry or complaint
- Answer guest queries accurately and speedily
- Resolve guest queries and ensure prompt payment
- Use appropriate tools to respond to query type
- Ensure Yas Island fulfills its brand promise
- Maintain up to date product and procedural knowledge
- Document call outcomes and agreements
- Identify and report new business practices
- Contribute to achieving performance targets and KPIs
- Enter and update client information in the system
- Support team environment and assist fellow employees
Requirements
- Higher Secondary education
- Minimum two years of contact center experience in hospitality or travel
- Excellent computer and system skills
- Excellent interpersonal and verbal and written communication skills
- Ability to convert enquiries into sales
- Fluency in English and/or Arabic
Full Job Posting
Job Responsibilities
- 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
- To ensure the guest does not need to call us again for the same query by delivering the right response and educating them
- 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
- 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)
Essential
- 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
Desirable
- 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
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