KHÁCH SẠN SHERATON HÀ NỘI TUYỂN DỤNG NHÂN VIÊN TRỰC TỔNG ĐÀI (GUEST SERVICE CENTER) 2023

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into the computer, contact the appropriate individual or department (e.g., Bellman, Housekeeping), and follow up with guests to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing the internet and guestroom entertainment.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support the team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

• Attractive remuneration package & 13th month salary

•60 days probation with Full salary & Social Insurance

•Attractive monthly service charge (top in the market)

• Professional training courses

• Professional workplace with young, dynamic and awesome team members

• Duty meal & Uniform provided

•Exciting Birthday Parties with awesome gifts

• Participate in team building and TakeCare activities of the team and hotel

• Health check every year

•Satisfy your love of travel with distinctive Associate discount for hotel rooms and F&B services at Marriott International hotels & resorts all over the world (16 hotels & resorts in Vietnam)

• Start your career path in the biggest and one of the most prestigious hotel companies worldwide

1. Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

2. Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

3. Communication

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• Speak to guests and co-workers using clear, appropriate and professional language.

• Provide assistance to coworkers, ensuring they understand their tasks.

4. Assists Management

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

5. Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

6. Quality Assurance/Quality Improvement

• Monitor the performance of others to ensure adherence to quality expectations and standards.

7. Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

• Bachelor's degree

• Experienced in customer service

• Experienced as Telephonist