Operator - Nhân viên tổng đài

DUTIES AND RESPONSIBILTIES

1. Attend and receive all telephone calls within 3 (three) rings. All calls on the switchboard must be acknowledged and replayed to the parties concerned in a tactful, fast accurate and courteous manner. All calls must be answered using Standard Hotel Greeting and telephone courtesy.

2. Divert calls to expected parties in a professional manner.

3. Respond to all callers’ enquiries and requests in a professional manner.

4. Handle all in-house guests’ enquiries and requests in a professional manner.

5. Introduce and cross-sell wherever possible on hotel facilities, services and places of interest in the surrounding areas.

6. Keep updated records of long distance and oversea calls.

7. Monitor and execute wake-up call requests. Make sure guests concerned are called, even physically with a knock on the room door if necessary.

8. Provide records of all phone call history if requested.

9. Respect confidentiality rule, CONFIDENTIAL INFORMATION is strictly prohibited and comply with confidentiality policies, rules and regulation established by the hotel.

10. Make sure the operator/switchboard system is attended to under any circumstances at all times.

11. Remain on duty at the switchboard during time of emergencies to keep the flow of communication until the concerned issues are resolved.

12. Respond to fire alarm, follow the instructions by Security and Fire Fighting Team to announce the evacuation procedures as per standard guidelines to ensure safety of all parties.

13. Check and ensure all hotel fax lines are in good working condition.

14. Inform all other departments of any related issues promptly, as a point of contact.

15. Perform other tasks assigned by Call Center Supervisor and Upper Management.

• 2 months of probation with full salary & service charge.
• Team building activities.
• Annual Summer Outing/Health checkup
• Accident insurance 24/24
• Attractive Medical package  
• Uniform, Laundry service is provided by Hotel
• Delicious and nutritious meal at Hotel's Staff Cafeteria
• International working environment and friendly teammates.
• Other benefits according to Company's policy.

1. At least one year experience in a similar role in upscale hotels or equivalent.

2. Diploma in Hotel Management or related field, and Bachelor’s degree preferred.

3. Excellent command of English and Vietnamese.

4. Ability to speak Korean/ Chinese/ Japanese as an advantage.

5. Passion for service excellence.