Guest Service Center Supervisor (Operator - Male Priority)

Duties and responsibilities:

1. Ensure all guests’ requests are carried out, and all realistic expectations are met.

2. Monitor all incoming-internal and external calls to ensure they are being answered in a clear voice and not rush and accordingly to receiving call’s standard.

3. Ensure all calls are answered within 3 rings.

4. To anticipate guest need and handle guest inquiries in a helpful and attentive manner.

5. Have a complete knowledge of hotel policy and procedures.

6. Report health/safety and security hazards to PABX manager or duty manager.

7. Receive, handle and relaying of guest messages, voice mail and facsimiles in an efficient, timely manner as per hotel policy.

8. Ensure that information is transferred from shift to shift.

9. Refer any complaints in service shortfalls to management.

10. Monitor ‘piped music’ throughout hotel and report any problems to relevant department.

11. Report any problems with in-house video system to duty engineer immediately.

12. Take and give wake up calls as per requested per LSOP.

13. Ensure you are up to date with all facts of the hotel product, including room types, room rates, relative features and facilities, food and beverage outlets/promotions, spa, fitness center and etc.

14. Oversee the smooth running of the PABX area in the absence of the manager to achieve our goals.

15. Have and develop an in-depth knowledge of modem, voice conferencing and state of the art systems relating to telecommunications.

16. Post charges for operator assisted calls and faxes to guest accounts per LSOP.

17. Regular inspections of all work conducted by employees to ensure quality standards are being maintained.

18. To develop a close and harmonious working relationship with all hotel departments.

19. Ensure PABX office is clean and spotless at all times.

20. Ensure all shift duties as outlined on shift checklist prior to the end of shift.

21. Ensure all stationery levels and equipment is well maintained.

22. Carry out requests as directed by hotel management.

23. Maintain and update guest history

23. Perform other tasks as assigned by the FOM

• Lương cạnh tranh
• Hỗ trợ ăn theo ca, 
• Công ty cung cấp đồng phục, giặt là
• Có cơ hội được thăng tiến lên các vị trí khác

1. At least Bachelor degree in any field

2. At least 3 year experience in supervisory level in PABX

3. Strong in inter-personality and supervisory skill

4. Strong knowledge of hotel computer software or current PABX system

5. Good knowledge of telecommunication equipment, connections, and regulation

6. Proficiency in English communication

Please send your CV to: hrm@eastinhanoi,com