Operator - Trung tâm dịch vụ khách hàng/Tổng đài

Job Summary – (Role Summary)

Oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction.

Essential Duties and Responsibilities – (Key Activities of the role)

• Directs, supervises and coordinates the activities in front office department

• Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services

• Investigates complaints regarding the Operator staff and technicians & service, takes appropriate actions.

• Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions

• Establishes and maintains effective employee relations

• Organizes and conducts regular meeting for all Operator staff to facilitate communication and a smooth operation

• Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly

• Maintains up to date list of all telecommunication equipment

• Monitors the performance of BCT software and maintain logbook of equipment performance report

• 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

• Maintains user documentation, BCT system reports, telephone list, and numbering plan

• Performs related duties and special projects as assigned

• Conducts shift briefings to ensure hotel activities and operational requirements are known

• Prepares efficient work schedule for Operator staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration in conjunction with department Manager

• Conversant with emergency evacuation and fire procedures

• Able to perform Operator staff duties when required

• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats

• Perform any other task assigned based on hotel needs or requirements.

• Cooperate and assist Reservation team if need it.

Lương hấp dẫn, cạnh tranh

- Accomodation/Meals: Sun Home with full amenities according to 3-star hotel standards; 3 meals/day

Chỗ ở/Bữa ăn: Sun Home với đầy đủ tiện nghi theo tiêu chuẩn 3 sao; 3 bữa 1 ngày

- Transportation for receiving work/home leaves with regard to level of employees and distance from home to resort

Hỗ trợ chi phí di chuyển để nhận công việc/về nhà tùy theo cấp độ nhân sự và khoảng cách giữa nhà và resort

- The benefits only at Sun Group: Suncare Insurance, entertainment mode for yourself and your family in the Sun Group’s entertainment system in country (Hon Thom/ Ba Na/ Fansipan cable car/ Sun World Da Nang Wonder...)

Quyền lợi chỉ có ở Sun Group: Bảo hiểm Suncare, tận hưởng và thư giãn cùng với gia đình tại các hệ thống giải trí trong nước (Hòn Thơm/ Bà Nà/ Cáp treo Fansipan/ Sun World Da Nang Wonder...)

- S, H, U Insurance

Bảo Hiểm S, H, U

- Holiday/ New Year bonus. 13th month salary

Thưởng nghỉ lễ/năm mới. Tháng lương thứ 13

- Other benefits of Sun Group

Các quyền lợi khác của SunGroup

Required Skills

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Proficient in the use of Microsoft Office and Opera

• Problem solving and organizational abilities

Key Metrics

• Departmental Budget

• Employee Satisfaction Survey

• Guest Satisfaction System-Trust you

• Completion of assigned tasks

Decision Making Responsibilities (Decision Rights)

• Matters pertaining to telecommunication section

Note: We will contact to the candidates shortlisted.