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Guest Service Centre Agent (nhân viên tổng đài)

  • Hạn nộp: 29/02/2020
  • Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
2
Nơi làm việc
Quận Tân Bình - TP HCM
Giờ làm việc
Làm theo ca
Ngành nghề
Tiền sảnh
Vị trí
Nhân viên
Cập nhật
11/02/2020 13:36

Mô tả công việc

• Co-ordinates and assigns guest requests to the appropriate department and staff and ensure the assigned requests are completed in accepted standard time and by priority.

• Notifies guests or internal staff of any delays in performing requests in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.

• Continually checks on the pending requests via the Call logbook that have not been completed.

• Updates all boards and office with current information about the Hotel, its activities and has complete knowledge of all in-house groups and banquet events current and future. VIPs, care guests and special promotions.

• Is knowledgeable about the software including but not limited to: The PABX system, Property Management System (Opera), ESCAP, radio walkie-talkie, Outlook email, excel reports by the Guest service centre.

• Knows how to turn on and off a DND (Do not disturb) on the guest phone.

• Completes the beginning and ending shift duties that include turnover shift report, outstanding requests not completed in the call logbook and any other daily, weekly and monthly reports required by management.

• Understanding department’s and hotel’s product, and upsell to the guest, or recommend hotel products to the guest.

• Sharing guest feedback to the supervisor

• Handle guest’s requests, or escalate to higher levels and/or relate departments when need it

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

• Inputs all requests promptly and accurately into the Call logbook timely and accurately. This includes completion time of the request.

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

• Recording statistics, user rates and the performance levels of the centre 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.

• Knows how to handle the Housekeeping requests and deliveries. Handles guest calls for the pick-up and delivery of laundry, pressing, mending and dry-cleaning.

• Knows the basics about what guests might request regarding Engineering requirements and ensure follow up. Escalate engineering requests to Resort Assistant Manager for all complaints.

• Handles all guest wake-up calls.

• Handles guest messages and ensure these are delivered to guest as per sender request and in line with IHG Brand standards.

• Takes actions during Emergency Situation.

• Be fully conversant on how to handle Telephone bomb threats as per the Crisis Manual, checklist and relevant SOPs.

• Adhere to all local governmental regulations, brand standards, hotel and company policies and procedures

• Perform other duties as assigned.

Quyền lợi được hưởng

• 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

Yêu cầu công việc

• 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.

Yêu cầu hồ sơ

English CV
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ĐÁNH GIÁ

5.0

TỐT

5 ĐÁNH GIÁ

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Sắp xếp đánh giá:

  • Quy mô:
  • 18E Cộng Hòa, Phường 4, Tân Bình, TP.HCM / Pre-opening Office: Abacus Building, 7th Floor 58 Nguyễn Đình Chiểu, Phường Đa Kao, Quận 1, TP.HCM
  • http://facebook.com/hrhisa
  • THE JOY OF TRAVEL FOR ALL Genuine hospitality, dependable value. Holiday Inn & Suites Saigon Airport brings the Joy of Travel alive in Ho Chi Minh City. Our friendly team guarantees a warm welcome to every guest, considering every opportunity to make your stay bright and memorable. Experience True Hospitality whether traveling on business, a family vacation or a couples' trip of a lifetime! 350 non-smoking guest rooms, including 100 suites, have a fresh design and provide thoughtful amenities for your comfort and convenience. With accommodation options up to 6 guests per room, and ADA compliant options for guests requiring more versatile access, every room offers spectacular views of either the Saigon city skyline or our impressive landscaped pool deck. Enjoy all the benefits of IHG Rewards Club and don't forget, Kids Stay & Eat Free at Holiday Inn & Suites Saigon Airport!

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