Telephone Supervisor/Giám sát tổng đài

GENERAL MISSION

• Reporting directly to the Assistant Front Desk Manager.

• To supervise staff within the section, to make sure the Telephone staff beware that as the “voice of the hotel, and at most times the first point of contact with the Hotel, you are to create an impression of efficiency, friendliness and warmth to all callers to the hotel.

• To assist guest and ensure their stays at the hotel are comfortable and an experience to remember.

RESPONSIBILITIES AND MEANS

• Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all subordinates.

• Responsible for the daily organization of the section.

ADMINISTRATIVE RESPONSIBILITIES

• Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.

TECHNICAL RESPONSIBILITIES

• Use your supervision skills effectively to encourage and motivate staff.

• Responsible and accountable for the logging of and correct, prompt and efficient handling of all guest messages and facsimiles.

• To ensure that all computer input into the system is correct and of a consistently high nature.

• To ensure that all guest inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.

• To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests for appropriated action.

• To cover the Receptionist/Cashier shift as required.

• To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.

• To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.

• To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner.

• To ensure that the Switchboard is not left unattended at anytime whilst on duty.

• Responsible for the prompt and correct input of all guest messages into the system.

• To identify any faults that occur in the switchboard at anytime whilst you are on duty, contact the relevant member of Senior Management and report the fault direct to the company.

• Responsible for providing a personal, efficient, friendly and warm wake up call service for our guests as required.

• To ensure confidentiality is adhered to in relation to all inquiries in reference to guests or staff with no exceptions.

• To have a comprehensive knowledge of the town and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solution.

• Responsible for adhering to the rules and regulations of the hotel as set down in the Staff Handbook.

• To be completely aware of the Fire and Emergency procedures of the hotel and your responsibilities in an emergency.

• To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Switchboard.

COMMERCIAL RESPONSIBILITIES

• Provide services and information to guests that are most accurate and up to date possible, and is delivered to the guest in the most meaningful way.

• Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel.

HUMAN RESOURCE RESPONSIBILITIES

• Be understanding and supportive, encouraging and helpful to all subordinates.

• Have a good working relationship with all colleagues and employees of the Hotel.

RELATIONS

• Reports directly to the Assistant Front Desk Manager.

• Assist in maintaining a close working relationship with all Departments of the Hotel.

REPLACEMENT AND TEMPORARY MISSION

• To be flexible and willing when asked to fill in any areas where needed to help out in an emergency or difficult circumstances as assigned or required by Management.

• To be ready and responsible to perform any other duties as designated or required by Management from time to time.

- Social - Health Insurance per labor law / Bảo Hiểm Xã hội - Bảo hiểm Y Tế

- Pre-Opening Allowance ( when open, Service charge Bonus will apply )

Phụ cấp Tiền khai trương Khách sạn.

- Meal Allowance on duty ( 03 meals per day if stay at staffhouse )

Bữa ăn theo ca ( 03 bữa mỗi ngày nếu ở tại nhà nhân viên )

- Uniform / Đồng phục

- Free Accommodation at nice, modern and comfortable staff house.

Chỗ ở miễn phí tại khu nhà nhân viên đẹp, hiện đại và thoải mái.

- Can enjoy Fitness facilities at staffhouse daily

Có thể sử dụng trang thiết bị phòng tập gym tại Khu nhà nhân viên hàng ngày.

- Telephone allowance ( depend on positions)

- Phụ cấp điện thoại ( tùy vị trí )

- On board Travel expense support / Hỗ trợ chi phí di chuyển khi nhận việc

- Employee of the Month / Quarter / Year Award / Nhân viên xuất sắc Tháng/ Quý/ Năm

- Birthday Celebration / Kỷ niệm sinh nhật

- Year end Bonus, KPI Bonus / Thưởng Cuối năm / Thưởng KPI

- Year End Party / Tiệc Nhân viên cuối năm

- International working environment with many Expatriates

Môi trường làm việc quốc tế với nhiều Quản lý người nước ngoài.

- Free to attend English Courses at the Hotels to improve your communication skill.

Tham dự học các khóa tiếng Anh miễn phí để nâng cao kỹ năng giao tiếp.

- Special discount with Accor property after 06 months of employment

- Chiết khấu đặc biệt với các KS của tập đoàn Accor sau 06 tháng làm việc

- Excellent opportunities for Career Development with Accor Group as it is # 1 in Asia & Vietnam in term of number of managed property.

- Những cơ hội tuyệt vời để phát triển nghề nghiệp với Tập đoàn Accor vì Tập đoàn hiện đứng đầu ở Châu Á và Việt Nam về số lượng Khách sạn Tập đoàn quản lý.

At the moment, Accorhotels group has around 4300 hotels over the world in 100 countries

-Hiện tại Tập đoàn Accor quản lý khoảng 4300 Khách sạn tại 100 quốc gia và lãnh thổ

In Vietnam, Accor has 25 hotels from The North to the South, in 2019 we open 10 more hotels in Vietnam.

Tại Việt Nam, Tập đoàn Accor hiện quản lý 25 Khách sạn và Tập đoàn sẽ khai trương thêm 10 Khách sạn vào năm 2019.

ACCORHOTELS OPEN 1 HOTEL EVERY 33 HOURS WORLDWIDE

ACCORHOTELS CỨ 33 GIỜ SẼ KHAI TRƯƠNG MỘT KHÁCH SẠN TRÊN THẾ GIỚI

- Graduated from Vocational/College/University and/or with similar working experience in 04 -05 star Hotel/Resorts.

- Office computer literacy.

- Good command in English.

- Teamwork, Interpersonal, Guest Complaint Handling Skill.

- Ability to deal with staffs/ customers professionally.

- Excellent in service mind oriented.

- Senior Telephone Staff with good background will  be considered to interview.

Please send your resume in English / Vietnamese.

Vui lòng gửi CV bằng tiếng Anh hoặc tiếng Việt.