Phone Banking Officer

Role Summary: The Phone Banking Officer will be the primary point of contact for guests and potential clients seeking information and assistance regarding ITC Hotels' services, reservations, loyalty programs, and general inquiries. This role requires excellent communication skills, a customer-centric approach, and a deep understanding of hotel operations and offerings.

Key Responsibilities:

• Handle inbound and outbound calls from guests, providing information on hotel amenities, room availability, rates, and special offers.
• Process reservations, modifications, and cancellations accurately and efficiently.
• Respond to guest inquiries via phone and email, ensuring prompt and satisfactory resolution of issues.
• Promote and explain the ITC Hotels' loyalty program (ITC Club) and other guest benefit programs.
• Upsell services and packages to guests, enhancing their stay and increasing revenue.
• Maintain accurate and detailed records of customer interactions and transactions.
• Collaborate with hotel staff to ensure seamless guest experiences.
• Adhere to company policies, procedures, and service standards.