Guest Service Centre Agent (Nhân Viên Tổng Đài)

• Co-ordinates and assigns guest requests to the appropriate department and staff and ensure the assigned requests are completed in accepted standard time and by priority.

• Notifies guests or internal staff of any delays in performing requests in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.

• Continually checks on the pending requests via the Call logbook that have not been completed.

• Updates all boards and office with current information about the Hotel, its activities and has complete knowledge of all in-house groups and banquet events current and future. VIPs, care guests and special promotions.

• Is knowledgeable about the software including but not limited to: The PABX system, Property Management System (Opera), ESCAP, radio walkie-talkie, Outlook email, excel reports by the Guest service centre.

• Knows how to turn on and off a DND (Do not disturb) on the guest phone.

• Completes the beginning and ending shift duties that include turnover shift report, outstanding requests not completed in the call logbook and any other daily, weekly and monthly reports required by management.

• Understanding department’s and hotel’s product, and upsell to the guest, or recommend hotel products to the guest.

• Sharing guest feedback to the supervisor

• Handle guest’s requests, or escalate to higher levels and/or relate departments when need it

• Ensuring all relevant communications, records and data are updated and recorded.

• Inputs all requests promptly and accurately into the Call logbook timely and accurately. This includes completion time of the request.

• Monitoring random calls to improve quality, minimize errors and track operative performance.

• Recording statistics, user rates and the performance levels of the centre and preparing reports.

• 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.

• Have extensive knowledge of the In-Room Dining menu and provide guests with further information than what is on the menu and also provide a professional and immediate response to guests concerning all menu items and their preparation.

• Knows how to handle the Housekeeping requests and deliveries. Handles guest calls for the pick-up and delivery of laundry, pressing, mending and dry-cleaning.

• Knows the basics about what guests might request regarding Engineering requirements and ensure follow up. Escalate engineering requests to Resort Assistant Manager for all complaints.

• Handles all guest wake-up calls.

• Handles guest messages and ensure these are delivered to guest as per sender request and in line with IHG Brand standards.

• Takes actions during Emergency Situation.

• Be fully conversant on how to handle Telephone bomb threats as per the Crisis Manual, checklist and relevant SOPs.

• Adhere to all local governmental regulations, brand standards, hotel and company policies and procedures

• Perform other duties as assigned.

• Bachelor’s degree / higher education qualification / equivalent in related field with good understanding of continuous improvement tools and/or hotel operations.

• Well-verses in Excel, Word and PowerPoint,

• Must speak Vietnamese and English fluently

• Detail-oriented and organised.

• Good communication skills with the ability to communicate in different ways to different employees.

• Ability to build good working relationships with different employees and cluster network.

- IHG Training Programs
- Duties meals
- Insurance

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