Guest Service Representative (Thai - English speaking)

About the Company

Job Location: AVC Phuket Preview Centre

Minor Hotels is an international hotel owner, operator and investor with a diverse portfolio of properties across brands including Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow and TIVOLI, operating in 50+ countries.

Responsibilities

• Be the face of the company in the marketplace at designated work locations.
• Approach and engage visitors/customers to determine potential AVC owners and persuade them to attend Preview Presentations by promoting Anantara Vacation Club (AVC) and available incentives.
• Achieve required targets for scheduled preview presentations in an effective, professional and honest manner.
• Understand AVC’s Club Points Ownership programme, packages and incentives being promoted.
• Provide customer service and assistance related to the location to enhance customer experience.
• Assist customers with maps and directions to selected Preview Centre locations.
• Complete necessary paperwork for tour bookings generated during your shift and notify Phone Marketing Administration as required.
• Call booked guests the night prior to their preview date to confirm attendance if required.
• Ensure sufficient collateral is in good condition and working order, and maintain a neat and tidy work location.
• Attend scheduled team meetings, support company marketing strategies, set and review performance goals (weekly, monthly, YTD) and demonstrate AVC culture and processes.
• Maintain awareness of current events and AVC destinations to foster relationships with potential guests and owners.
• Perform other duties as assigned, which may include business travel.

Qualifications

• Performance reviews will be conducted regularly and may include coaching to enhance skills and productivity.
• Measured against KPIs including achieving budget requirements for qualified tours, leads and package sales.
• Level of spoken English and other targeted languages as required.
• Confidence and personality to repeatedly open new conversations with potential customers from all over the world.
• Self-motivation and focus on meeting targets.
• Ability to work well in a 5-star environment and meet AVC operational standards in dealing with internal and external contacts.
• Contribute to associate satisfaction through motivation and morale building and demonstrate a willingness to continuously improve knowledge.

Skills

• Customer service and guest-facing experience.
• Sales and persuasion to convert visitors into preview attendees.
• Effective phone communication for confirmations and bookings.
• Ability to work to targets and participate in regular performance reviews/coaching.