Virtual Receptionist  

MicroSourcing is looking for a Virtual Receptionist / Admin Assistant who will work for one of Australia's largest apartment accommodation providers

Job Description:

Operational Tasks

• Management of the Head Office switchboard, directing calls to the relevant person/department, taking messages and managing the voicemail messages
• Manage the Reception inbox, redirecting e-mails as required
• Provide ad-hoc support when required
• Main contact for guest complaints – refer back to the property or take messages for the Hotel manager and/or Regional Managers
• Handles reservations emails (new booking, existing booking, enquiries, etc.) ensuring utilisation of and adherence to the Quality guidelines as required by Clients.
• Ensure all guests are aware of operational policies – credit card, cancellations, car parking and check in/check out times, etc.
• Ensures all emails are handled with efficiency and accuracy within 4 hours turnaround time (SLA)
• Ensure complaints received are either handled appropriately or escalated to the correct department/person when needed.
• Ensure Standard Operating Procedures are adhered to with utmost diligence.
• Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.
• Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.
• Sell all rooms at a rate that maximises owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc.
• Monitor last room availability & advise Rate Loaders to Stop Sell allocations of last rooms available through channel manager SiteMinder.
• Track sales promotions/advertising in CMS as required & advised in Promotional Advice.
• Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.
• Send daily report to supervisors of all statistical information as required in the policies and procedures.
• Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.
• Carry out any additional duties as required by the Floor Manager, Call Centre Operations Manager, Revenue Managers or General Manager of Revenue.
• Enter confirmed reservations into CMS, ensuring all Guest Information & Data Fields are accurate.

Qualifications:

• Atleast 6 months related experience in a similar reception role
• Proven ability to take initiative and work autonomously
• Strong communication skills
• Knowledgeable in Computer applications.
• Proficiency with MS Office applications (i.e. MS Word, Excel) and other call centre-specific software / systems (i.e. 8x8, Dynamics, AVAYA).
• Willing to be assign in an early morning shift
• Willing to work in MOA Pasay