Member Services

To provide Reservation Services and Customer Relations services to Accor Plus Members in Vietnam.

Reports to: Country Manager Vietnam & Program Manager
Regional Manager Communication and Member Services South Asia East

Key Accountabilities:
• Handling of Reservations via telephone, facsimile & e-mail for Vietnamese Members
• Handling of member services enquires via telephone, facsimile, Facebook & e-mail as per Accor Plus Policies and Procedures.
• Assisting hotels with clarification on handling of member queries and complaints
• Reporting of Member Services and Reservations Statistics.

Tasks
• Answering all reservation enquires via the following channels
- Telephone
- Facsimile
- E-mail
- Sales Consultants
• Answering all member services communication via the following channels
- Telephone
- Facsimile
- E-mail
- Hotel direct
- Facebook
• Assisting members to use Accor tools such as website, call centre etc
• Handling and tracking of all member services matters for Vietnamese members as per Accor Plus Policy
• Liaising with Hotels on member feedback and information on the membership as required
• Preparation of Reservations and Member Service Reports for Regional Manager Communication and Member Services South East Asia
• Dealing with all Member issues and feedback from of communication channel.
• Dealing with all Le Club Accorhotels issues related to Accor Plus members within Vietnam
• Communication with other regional Member Services personnel to assist inter region complaints
• Escalating Member complaints as applicable
• Carry out duties as allocated by the Country Manager with approval from the Regional Manager Communication and Member Services South East Asia

Personal Traits
• Punctuality
• Good English abilities
• Ability to learn quickly and understand operations tools i.e. LEAH
• Ability to focus on task at hand
• Ability to work as a member of a team
• Ability to manage multiple priorities
• Ability to maintain high energy levels and positive outlook
• Ability to develop an image of reliability, conscientiousness and trust with colleagues.
• Ability to plan and schedule time and prioritise workload on a daily and weekly basis
• Ability to deliver front line training as required
• Ability to learn Le Club Accorhotels Accor Plus tools i.e. LUKE, Netsuite
• Willing to adhere to set systems and procedures
• Able to use own judgement within their area of responsibility
• Willing to “go the extra mile” and put in the time and effort necessary to achieve tasks at hand

Further Skill requirements
• Typing skills 60+ wpm
• Strong Microsoft Word experience
• Intermediate skill in Excel, Word and PowerPoint
• Experience in use of Facebook and other Social Media
• Exposure to training of front line staff

- Lương hấp dẫn và trao đổi trong quá trình phỏng vấn.
- Được tham gia BHXH, BHYT theo qui định của Luật lao động.
- Được Tặng thẻ Accor Plus

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