Guest Service Line Agent/Nhân viên trực Tổng đài

• Be well-groomed and personal hygiene is maintained to the standards of Melia employee handbook.

• Handles all incoming and outgoing calls in a courteous and friendly manner, responsible for accurate connection

• Answers guest’s inquires over the phone and follows up personally to resolve Guest request

• Takes room service orders, therefore should be familiar with the room service menu.

• To offer solution for guest complaints on the phone and ensures to share that information to guest services for deeper.

• Be responsible for booking and placing of guest long distance calls correctly

• Be responsible for monitoring wake-up call log and takes appropriate action if a call is not answered

• To have a complete operational knowledge of the hotel, including geographical layout, services provided and security

• To have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests' questions

• To have knowledge of daily events in the hotel

• Ensure that the working area is kept clean and tidy at all times

• Identity VIP, Melia Rewards, regular guests and long staying guests and build rapport to offer personalized service and assistance

• Handles “ Service Center” promptly and follow up that all requests have been responded to the guest’s full satisfaction

• Be aware of any suspicious calls and to deal with these in the correct manner according to company standards, liaising with Duty Manager and Melia Connect Supervisor

• Delivers high quality service to guests. Ensures guest needs and reasonable requests are met

• Seeks opportunities to continually improve guest service.

• Promotes the hotel products and services to any query

• Adheres to strict confidentially with regards to guest’s information.

• Demonstrates professional attitude and behavior at all times

• Must have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc. and acts accordingly

• Performs other duties assigned by the Supevisor

- International working environment

- Attractive salary

- 13th month salary 

- Birthday benefit

- Annual Outing trip

- Special room rate as per Melia Hotels International policy

- Shuttle bus for employees from Vung Tau to Melia Ho Tram

- 2 day-off/week

- Shuttle bus from Vung Tau to Ho Tram

Bachelor Degree in Hospitality Management

Advanced English, another language is a plus

Front Office Knowledge

At least 6-month experience in similar position in 4-5 star hotel

Interested candidates please apply here.