Central Group (Centara Hotels & Resorts)

Customer Contact Experience Agent

Central Group (Centara Hotels & Resorts)
ลงประกาศเมื่อ 10-May-21

Customer Contact Experience Agent

Central Group (Centara Hotels & Resorts)


  • Bachelor’s Degree in any field
  • Highly organized individual
  • Proficiency in English communication


Scope and General Purpose of Job:

Overall responsibility is to help customers with planning and booking reservations for a hotel, we are often the first person a customer will contact to sort out any issues with a reservation and providing customer service support if there is a problem with payment confirmation or issues navigating a hotel website to book a stay. To response and solve customers’ issue and properties’ issue regarding member services of loyalty & membership programs from e-mails/ calls including update customer data if needed. 

Main Duties:

Customer Service

  • To ensure a positive and joyful customer service and communication experience for all customers.
  • Managing processes and communications with customers (internal and external) through multiple channels
  • Prioritizing tasks in order to supply superior service to all customers
  • Ensure the service is fast and efficient for our customers, and cost-effective for the company.
  • Ensure that customers’ issues are handled efficiently and with empathy.
  • Resolving issues while not jeopardizing customer relationships
  • To optimise the relationship with customers in order to drive sales growth and sustained long-term profitability.
  • To solve customer complaints within the level of authorisation. To recognise when you need to escalate an issue and then pass on the relevant information to a manager for him/her to be able to deal effectively with the customer.
  • Working in a fast-paced environment with shifting priorities
  • Accountable for driving operational excellence and improving customer centric partnerships through the execution of premier service delivery
  • To provide a courteous and professional service at all times.
  • To deliver the brand services standard and providing positive and constructive feedback
  • To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily
  • To answering incoming Live Chat and giving replies to customers inquiries

Reservations task

  • Check arrivals- Review detail of each booking and correction such as room rate, rate code and period of stay.
  • Centre Email-Check all incoming emails and pass to staff who in charge those job.

OTA booking

  • For some agent interface incorrect room rate, staff has to correction in PMS such as Hotelbeds and GTA, CHR.COM (Booking from Hotel website)
  • Print email out and note additional benefit of each booking in PMS
  • In case of additional benefit under package we have to send notice email to guest for reserve slot in advance (Ex. Spa treatment)

Group Rooming List

  • Send email to follow rooming list with Sales or Event.
  • After get rooming list recheck number of room block and contract before process in system. In case total number of room in rooming list over room block reservation has to ask Revenue for consider about additional room but if number of room in rooming list lower than room block reservation has to communicate to sales or event about penalty fee.
  • Any revisions from sales or events team have to check availability before process in system.

Group Individual Pick up.

  • Reservation get Group FIT booking by link or form.
  • If have enough room block reservation can process booking in system.
  • If have no enough room block reservation has to check availability before process booking.
  • Send confirmation email to guest or in case of fully booked we will send notice email to guest that booking unable to confirm.
  • Any revisions reservation has to check availability and term & condition of the booking before process in system.

Corporate booking.

  • When receive booking reservation has to check availability and contract rate before process booking.
  • After process booking reservation will send confirmation email to booker or guest.
  • Any revisions reservation has to check availability and term & condition of the booking before process in system.

Employee booking.

  • Leisure purpose: Reservation has to process booking in system with provide confirmation number in booking link.
  • Business purpose: Reservation will write down occupancy in document and ask revenue to consider before process booking.
  • For any revisions of business purpose, reservations have to ask revenue to reconsider any before confirm  booking.


  • This report use for follow up between department and remind reservation to follow up payment of prepayment booking.
  • Who handle this task has to in charge incoming payment which mean that staff has to cross check between payment that hotel receive and total amount in each booking with send email payment to Reception for posting in daily.

Membership booking

  • Control allotment of complimentary room.
  • Process booking in PMS or VB.


  • All enquiry must acknowledge and handle within 24 hours.
  • Reservations have to put all guest requirements to all concerned for further arrangement.

Member Services

  • To answer and solve customer’s enquiries and complaints.
  • To update customer’s data which are requested by customers.
  • To add Points which have been reported by customer’s and/ or property’s.
  • To manage customer’s response within SLA.
  • To answer and solve property’s enquiries and requests.
  • Open and maintain customer accounts by recording account information
  • Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Record the resolution of customer’s complaint into the system, iMind.
  • Handle complaints, provide appropriate solutions and alternatives within SLA.
  • Prepare service reports which have been recorded into iMind.
  • Resolve property’s requests which have related to loyalty customers.
  • Calculate Points based on customer’s spent and add Points into the system within time frame and correctly.


  • Relationships - To maintain good working relationships with your own colleagues and all other departments and On Duty of all staffs in their absence.


  • To maintain the cleanliness of the working area in the office.
  • To maintain a high standard of personal appearance and hygiene at all times.
  • To have a complete understand of the hotel's employee handbook and adhere to the regulations contained within.
  • To updates the computer immediately and accurately if there's any changes.
  • To report for duty punctually wearing the correct uniform and name badge at all times.              

Other Duties

  • To assist all new project which assigned by management
  • To carry out any other reasonable duties and responsibilities as assigned.

Job Knowledge / Skill Requirements:

  • Highly organized individual who has a strong ability to multi-task
  • Excellent communication skills and networking abilities
  • Requires excellent communication skills, both verbal and written in the respective language required
  • Proficiency in English communication
  • Prior systems knowledge of reservation, Microsoft Programs
  • Be a clear thinker, remaining clam and resolving problems using good judgment
  • Satisfactory communication with guest, management and co-workers to their understanding


  • Bachelor’s Degree or master’s degree in any field
  • New graduates are welcomed

Additional Skills:

  • Ability to work independently and under pressure
  • Team player and exemplify positive professional attitude and all-inclusive demeanor
  • Succession planning and career development of Department Heads within the Team


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