Call Center/Conference Center Supervisor - Giám sát viên tổng đài / kinh doanh phòng hội nghị

• Hạn nộp: 31/08/2026
• Mức lương: 8 - 12 triệu

Thông tin cơ bản

Mô tả công việc

OBJECTIVE:

• The Call center Supervisor reports directly to Call Center & Conference center Manager

• The Call Center Supervisor is working in the Call Center office and is fully responsible of the overall operations of the call center office to ensure that the performance as the standards established by the Hotel Metropole Hanoi and the Sofitel brand.

MAIN DUTIES:

Administration

• The call center Supervisor is working in a central area because she/he receives all the calls from outside the hotel and coordinates the internal calls.

• The call center Supervisor must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.

• The call center Supervisor must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers "first" impression of Hotel Metropole Hanoi is a lasting one of genuine warmth and friendliness and of high standards.

Main Duties

• Greeting/Attitude: In any circumstances, the call center Supervisor will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.

• Organization: She/he will ensure that call center office is perfectly tidy, in order, clean at any times.

• Telephone transfers: The call center Supervisor will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person, he/she will introduce the person on line before hanging off. The Operator Supervisor must know by heart all the telephone extensions of the Hotel Metropole Hanoi in order to be more efficient.

• Privacy: The call Supervisor will be attentive to respect the privacy/confidentiality of the information, or guest names available at the call center room. He/she will ensure not to transmit any guest name, or guest history information. Mobile phone numbers of hotel managers are given to callers. He/ she have to connect & give all information of the callers: name, company, the reason of calling if possible to manager, if manager agrree then the telephone can be connected.

• Wake-Up Calls: The call center Supervisor will ensure that any wake up call requested by a guest is performed at the exact time as proceduce. She/he is responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the call center records is controlled.

• Guest Messages: The call center Supervisor will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he will ensure that the guest has well received the message with full accurate information.

• Calls Handling: The call center Supervisor is responsible to ensure that all phone calls are answered within 3 rings, he/she will then find the polite and tactful way to keep on hold a guest when it is required.

• F&B Knowledge: The call center Supervisor has to ensure his/her full knowledge about the hotel outlets and room service menu and posting in Micros system.

• Guest Knowledge: The call center Supervisor must have a good knowledge of the Hotel Metrole guests, especially all the VIP and will called guest by name on the phone at least 2 times for 1 conversation if possible.

• Communication: She/he will be attentive on all information received during the Room Division briefing. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to Duty manager/ Call Center and Conference Center Manager. The call center Supervisor will read the call center logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded to Duty manager/ Call Center and Conference Center Manager.. She/ he have to update all information of the hotel activities, make sure all staffs aware these.

• Handover: Every end of a shift, the Call Center Supervisor will give a full handover to the Duty Manager of the following shift regarding the activity & pending issues to be followed.

• Stocks: The call center Supervisor will ensure that she/he has enough stock for the operations & will do on a weekly basis the store requisition.

• To ensure that all the standards and procedures established at the Sofitel Metropole Hanoi are reached successfully and permanently.

• To ensure that all the standards & procedures established are respected by each member of the team: 3 Sofitel values, 10 Sofitel Brand Magnifier, 7 Keys of luxury

• The call center Supervisor ensure the regular cross training with Conference Center

Quyền lợi được hưởng

Employee benefit card with discounted rates in Accor Hotels worldwide + other offers.

Talent development through learning programs by Academy Accor.

Opportunity to grow within the property, the company and across the world!

Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.

Yêu cầu công việc

• Minimum 3 years experience in the same position

• Solid foundation on client handling & business development

• Excellent communication and interpersonal skills

• Strong in Microsoft Office suite

• Fluent in English and Vietnamese (spoken& written)

Yêu cầu hồ sơ

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