At Farah we thrive on seeing happy guests, colleagues and partners. We believe that each individual that we meet is important, and that we can make a positive difference to their lives.
Our purpose is to create happiness one smile at a time.
The Guest Services Agent will provide Guestswith booking recreational activities, packaged holidays, tours, events, diningreservations, theme park tickets and other guest experiences on Yas Island.
He / she will create memorable vacation planning experiences utilising exemplarysales techniques, solid guest service skills, and strong attention to detail.
Meeting or exceeding established booking conversion rates, and otherperformance metrics associated with the position.
The Guest Services agent will meet or exceedestablished booking conversion rates, and other performance metrics associateswith the position.
To makeoutbound calls to prospects and guests enquiring about any of the brandsrepresented on Yas Island ensuring at all times the call is welcoming and nothigh pressure selling.
To gaina clear understanding of the guests’ interest areas, their ideal experience,and then to customise an itinerary that delivers a memorable experience on YasIsland
Toproperly answer the guests’ query in the most accurate and speedy mannerwithout making the guest feel rushed.
Toresolve any guest queries through troubleshooting with the guest to ensurepayment is made promptly
To useappropriate tools to effectively design a highly customised literary for theguest
EnsureYas Island as a destination is fulfilling its brand promise to the guest
Maintainan excellent and up-to-date level of product and procedural knowledge andproactively seek out information, in order to understand guest issues.
To ensureall outbound calls do not require call backs by delivering the right responseand educating them in future on how to get this response using self-
Documentcall outcome including any agreements made regarding payment
Identifyand report new business practices that could be introduced or suggestmodifications to existing practises to increase guest satisfaction levels
Enteringand / or updating client information in the system and update database forcurrent and future call campaigns
Contributepositively towards the achievement of performance targets in all aspects of theteam’s activities.
Aim toachieve or exceed Experience Hub and Agent KPIs (e.g. Guest Satisfaction andsales targets)
Supporta good team and working environment through assisting fellow employees andparticipate constructively in team meetings
Undertakeduties of a general nature, or additional tasks, as may be required from timeto time by their Team Leader.
As ideal an candidate :
Candidateswill have worked in a hospitality or travel contact centre and will have theability to work in a fast paced environment.
Candidateswill have worked in a sales focused contact centre for a minimum of two yearsor similar environment
Demonstration of the achievement of sales targets
Ability to develop and maintain guest rapport
Excellent computer and system skills
Excellent interpersonal and verbal and writtencommunications skills and ability to convert enquiries into sales
Excellent empathy, problem solving abilities,decision making and aptitude to understand and explain technical information.
Proven ability to work towards individual and teamtargets.
Fluency in English and / or Arabic
Love to create smiles? Click Apply.