Conference Center agent

• The Conference & Business Center Clerk reports directly to the Call Center & Conference Center Manager

• The Conference & BC Clerk is working in the Conference & Business Center and is responsible to of the proper work of the Business Center activity during her/his shift. Often alone, she/he has to know very well all procedures of the Conference & Business Center and keep at all times a courteous & positive attitude.

MAIN DUTIES:

Administration

• The Conference & BC Clerk must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.

• The Conferenece & BC Clerk must ensure that through personal grooming, guest greeting, effective and efficient work practices and guest service standards, that guests impression of the Business Center is a lasting one of genuine warmth and friendliness and of high standards.

• Greeting/Attitude: In any circumstances, the BC Clerk will follow strictly the standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude. The BC Clerk will always be very tactful with the guest, especially in dealing with the tariffs.

• Follow up: The Conference & BC Clerk will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.

• Organization: She/he will ensure that Conference & Business Center is perfectly clean & tidy, nice decoration set up at any time and would be active to follow up and fix any technical, physical damage or cleaning work.

• Selling: The Conference & BC Clerk will have a perfect knowledge of the Business Center services and their rates & will be able to explain & details any of the service provided.

• Opening times: The Conference & BC Clerk ensures that the Business Center opens and closes on time every day. The BC Clerk will be sometimes flexible with the closing time when a guest is using one of the services. Fax sending: To ensure that all fax sending request by guests are done properly with good result and provide a good and professional service to the guest.

• Incoming email: To ensure all hotel incoming emails are sent properly to the respective departments/ persons

• Operations Report: To complete accurately and with full details the FO Operations Report on a daily basis.

• Express Courier Services: To ensure the proper coordination with the Express Courier Services Companies and to ensure that the proper amount is paid.

• Meeting Room Rental: To ensure the proper setup and cleanliness of the Meeting Room, follow up the Sofitel Legend standard with special requests from guests.

• Privacy: The Conference & BC Clerk will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.

• Communication: She/he will be attentive on all information received during the required briefings/ Meetings. 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 her/his supervisor. The Conference & BC Clerk will read the Business Center logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the BC Clerk right away.

• Handover: The Conference & BC Clerk Morning Shift will give a full handover to the BC Clerk afternoon regarding the activity & pending issues to be followed.

Financial and Revenue Responsibilities

• She/he is responsible to ensure that all services used at the Business Center during his/her are properly paid by the guest directly or posted on their hotel bill the same day. She/he is responsible to ensure that all financial procedures established are fully and permanently respected.

Training and Human Resources Management

• To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Sofitel Metropole staff handbook.

• To be ready and responsible when assigned to join any training of hotel/department.

Guest Service Responsibilities

• The Conference & BC Clerk will be attentive and calm when receiving a guest comment/complaint. In the absence of the BC Supervisor she/he will then have to act with diplomacy and try to fix the problem by his/her own. If she/he cannot fix it by her/his own, she/he would then call the Duty Manager/ Call Center & Conference Center right away..

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

NOTE

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly.

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.

• Solid foundation on client handling & business development

• Excellent communication and interpersonal skills

• Strong in Microsoft Office suite

• Fluent in English and Vietnamese (spoken& written)