Communication Center Supervisor

• Communication Excellence: Strictly adhere to established telephone standards; maintain a friendly tone, high level of respect, and a positive attitude in all circumstances.
• Workspace Management: Ensure the Operator Room is kept perfectly tidy, organized, and professional at all times.

II. Call Handling & Information Management

• Response Time: Ensure all incoming calls are answered within three rings. Utilize polite and tactful techniques when placing guests on hold.
• Efficient Transfers: Maintain a comprehensive knowledge of all hotel extensions. Introduce the caller to the recipient before disconnecting the transfer.
• Confidentiality: Strictly respect the privacy and confidentiality of guest information, including names and stay history.
• Guest Messaging: Accurately record all guest messages with full details and ensure timely delivery to the recipient.

III. Operational Excellence

• Wake-Up Call Management: Guarantee that all wake-up calls are performed at the exact requested time. Coordinate with the Front Desk to reconcile reports and control any discrepancies.
• F&B & Menu Knowledge: Maintain thorough knowledge of daily specials, restaurant menus, and Room Service offerings. Handle dining reservations professionally when restaurant hostesses are off-duty.
• Guest Recognition: Maintain an updated understanding of hotel guests, particularly VIPs, and personalize service by addressing them by name throughout the call.
• Housekeeping Coordination: Efficiently handle guest requests regarding housekeeping. Record all details in the Logbook, monitor follow-up progress, and reconfirm satisfaction with the guest once completed.

IV. Communication & Reporting

• Briefing & Handover: Actively participate in Front Office handover briefings. Ensure a comprehensive shift-end handover to the incoming Supervisor regarding ongoing activities and pending issues.
• Logbook Maintenance: Review the Service Center Logbook at the start of each shift. Ensure all problems, complaints, or inquiries are recorded and updated immediately.
• Escalation: Promptly report any operational issues or complex guest questions to the immediate Department Head.

V. Logistics & Security

• Stock Control: Conduct weekly store requisitions to ensure sufficient supplies and stationery for smooth operations.
• Emergency Procedures: Master all established security procedures by heart and demonstrate the ability to act accurately and decisively during emergencies.
• Quality Assurance: Ensure that all hotel standards and procedures (SOPs) are met successfully and maintained permanently.

• Uniform
  
• Duty Meals
• Insurance policy per current labor law.
• Accident Insurance 24/7
• Monthly service Charge
• Annual Health Check
• Participating job training, skill training by international hotel standards.
• Hotel's Activities
• Other benefits per Vietnam labor law.

• Bachelor degree in Hotel Management or any relevant discipline
• Minimum of 3 years in Call Center experience, preferably in a hospitality business
• Knowledgeable both in Call Center operation and technical
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficiency in call center software.
• Ability to analyze data and generate actionable insights.