Customer Service Agent

0-2 years
a month ago
Job Description

Company Description

Minor Hotels is an international hotel owner, operator and investor with a portfolio of more than 540 hotels in operation. Minor Hotels passionately explores new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to different kinds of travellers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Elewana, Tivoli, NH Hotel Group, Four Seasons, St. Regis, Marriott and Minor International properties, across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America.

Job Description

  • Able to think fast, find answers, and respond quickly to customers concern, issues and questions, all with a polite, empathic, and professional and manner.
  • Excellent customer care and focus, ability to assess customers needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
  • Attract customs by promoting our company positively, answering questions and addressing concerns as they arise.
  • Recommend possible hotels to meet the customs needs
  • Ability to learn and follow all customer service procedures and policies.
  • Refer issue and questions to managers if necessary
  • Answer and manager incoming calls, emails, chats, WhatsApp, LINE, and/or the related channel
  • Take personal responsibility for driving up selling and cross selling
  • Strive to meet and go above personal and team targets, and goals.
  • Aim for customer resolution and return
  • Record, organize and file customer interactions and profile/account changes.
  • Maintain effective office administrative procedures within the Minor Customer Contact Center, Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
  • Able to close sell, up-sell and cross-sell on transient business.
  • Assist to make all room reservation and ensure maximize room revenue and ensure all reservation detail update within required hotel procedures.
  • Able to assist transient customer on other hotel inquiry, transportation, direction, spa, etc.
  • Able to gather information of group and/or event inquiry with necessary steps.
  • Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In-depth understanding of local seasonality and booking patterns.
  • Taking, amending and cancel reservation details as applicable. Confirming the method of payment.
  • Ensure compliance to all security and safety standards on everyday basis.
  • Ensure optimal utilization of all company software system and maintain knowledge on all room types and its availbiltiy


  • College degree in hotel management.
  • Previous experience in customer support, client services, sales or a related filed
  • Able to concentrate on multiple problems at once
  • Personable and attentive
  • Strong interpersonal skills
  • Strong verbal communicator
  • Customer-focused for positive customer experience and resolution
  • Familiar with the software used to connect with customers and gather their information
  • Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
  • Excellent time management and prioritization skills
  • Familiar with the hotel operations available technology and all distribution channels.
  • Understand the dynamics of regional & local markets and local competitors.






customer resolution
distribution channels