Courtesy Caller

Position Description
The Courtesy Call Consultant is responsible for the service of the Accor Plus loyalty program by obtaining membership feedback through Courtesy Calling.

Reports to: Program Manager

Key Accountabilities
• Courtesy Calls – 2 weeks / 4 & 8 months.
• Referrals 1 in 2 calls
• Supplementary Memberships sales and other promotions
• To ensure member received package and everything on the card is correct
• To motivate customer to use the card and create needs for customer to use card by informing current promotions (red hot rooms etc..) + update on new hotel + painting picture and also plan their holidays.

Tasks and Performance Indicators
1. Courtesy Calls
Tasks
- Call members using the relevant Courtesy Call script. (Especially important to confirm receipt of pack in post).
• Minimum efficiency of 1 referral per two courtesy calls.
- In case member has not received package (most pertinent at 2 week call) – confirm what the package looks like, the address of the member & if not received, follow up with courier/postage.
• Ensure all members have received packages or action has been taken to remedy cases where this is not so and Diary note made
- Re-advise terms & conditions of membership where necessary.
• Ensure member understands Certificate conditions, including lost/stolen policy.
- Prompt FOC usage based on advance booking immediately and suggest hotels for dining.
- Assist the member with general inquiries in regards to the hotels, their locations and the membership.
• Member satisfied with service offered and offer booking of FOC where applicable. Record booking details on appropriate form/document.
- Ask member prompting questions about referrals (ie family, friends, colleagues) on every courtesy call made. Advise of Wine Certificate & free renewal offer.
• Show nomination to OK’d call ratio of 1 in two. This shows good technique with prompting, objection handling and persistence.
- Educate uninformed members about supplementary membership. Facilitate purchase of supplementary m/ship
• All members to be aware of supplementary m/ship. Accurate recording of details for supplementary. Immediate forwarding to the appropriate program for sale.
- Confirm and update membership details. Obtain missing details.
• Accurate and complete membership details in Netsuite.
- Ensure accurate data entry of all additional member details obtained.
• Ensure that information is correctly entered into Netsuite directly.
- Email nominations to correct staff member with all details correct including contact number of nom as well as correct name, member’s name, phone number.
• Zero errors returned from program.
- Get member’s feedback and ensure appropriate distribution of member’s feedback through appropriate channels using the Feedback process.
• Follow feedback process to determine appropriate action.
- Update the member with any changes with regards to the hotels and the membership.
• Member aware of latest hotels and benefits.
- Confirm and update membership details. Obtain any missing details directly in Netsuite
• Accurate and complete membership details in Netsuite.

* More detail will be discussed in the interview

- Attractive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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