Guest Service Centre Supervisor (Giám sát tổng đài)

* Supervise day-to-day guest service centre activities, plan and assign work, and establish measurable performance and development goals for members of the department

* Provide mentoring, coaching, training and regular feedback to eliminate conflict and improve team member performance to ensure outstanding technical and service skills are developed and maintained at all levels

* Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.

* Promote teamwork and quality service through daily communication and coordination with other departments

* Maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

* Overseeing and reviewing work schedules to ensure they maximize productivity in line with labour codes

* Implement procedures for proper handling in and out going telephone calls, and other telecommunication services. By follows the department scripts where relevant. 

* Greet guests with a cheerful and pleasant voice using guests’ names at least three times during conversations. 

* Communicate situations where guests are dissatisfied or experiencing a problem and offer the resolution to the Assistant Manager. 

* Investigates complaints regarding the Guest Service Centre and takes appropriate actions. 

* Organizes and conducts shift briefings to ensure hotel activities and operational requirements are known and running smoothly. 

* Ensuring all relevant communications, records and data are updated and recorded. 

* Cooperates, coordinates, communicates and maintain good relation with other hotel departments 

* Monitoring random calls to improve quality, minimize errors and track operative performance. 

* Recording statistics, user rates and the performance levels of the center and preparing reports. 

* Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards. 

* Have extensive knowledge of the In Room Dining menu and provide guests with further information than what is on the menu and also provide a professional and immediate response to guests concerning all menu items and their preparation

• International working environment with friendly & fun atmosphere

• 5 working-day/week

• Full Social, Health and Unemployment Insurance

• International Training programs

• Uniform and Laundry

• Duty meals

• 24/7 Accident Insurance

* Bachelor’s degree / higher education qualification / equivalent in related field with good understanding of continuous improvement tools and/or hotel operations.

* Well-verses in Excel, Word and Powerpoint,

* Must speak Vietnamese and English fluently

* Detail-oriented and organised. 

* Good communication skills with the ability to communicate in different ways to different employees. 

* Ability to build good working relationships with different employees and cluster network

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