job description
Join Pan Pacific Hotels and Resorts, a globally renowned luxury hospitality brand, as a Guest Service Ambassador (Call Centre - ServiceOne/Telephone Operator) in the vibrant heart of Bali. This role is perfect for individuals with a passion for delivering exceptional customer service and creating memorable guest experiences through professional communication.
As the first point of contact for our guests, you will play a pivotal role in ensuring seamless communication, resolving inquiries, and providing personalized assistance. Whether handling reservations, addressing concerns, or offering local recommendations, your ability to engage with warmth and efficiency will elevate our guests' experience and reinforce our reputation for excellence.
Bali's dynamic hospitality scene offers a unique opportunity to grow your career in a world-class environment while enjoying the island's rich culture and stunning landscapes. If you thrive in a fast-paced, guest-centric role and are eager to contribute to a team that values professionalism and hospitality, we invite you to apply and become part of our dedicated ServiceOne team.
Responsibility
- Serve as the primary point of contact for guest inquiries via phone, email, and chat, ensuring prompt and professional responses.
- Handle reservations, modifications, and cancellations with accuracy and attention to detail.
- Provide personalized assistance, including local recommendations, travel arrangements, and special requests.
- Resolve guest concerns and escalate issues to the appropriate departments when necessary.
- Maintain up-to-date knowledge of hotel services, promotions, and local attractions to enhance guest satisfaction.
- Collaborate with cross-functional teams, including front desk, concierge, and housekeeping, to ensure seamless guest experiences.
- Monitor and respond to guest feedback, ensuring follow-up actions are taken to address any service gaps.
- Adhere to company standards and protocols for communication, data privacy, and guest confidentiality.
Qualifications
- Minimum of 1-2 years of experience in a customer service or call centre role, preferably in hospitality or tourism.
- Excellent command of English, both written and verbal; additional languages are a plus.
- Strong interpersonal skills with a natural ability to engage and build rapport with guests.
- Proficiency in using reservation systems, CRM tools, and Microsoft Office Suite.
- Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
- Problem-solving mindset with a proactive approach to resolving guest concerns.
- High level of professionalism, patience, and empathy in handling diverse guest needs.
- Flexibility to work in shifts, including weekends and holidays, as required by the role.