* Administration
- The Call Center staff must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.
- The Call center staff must be polyvalent in working as a Call center operator. When she/he has to deal with Call Center issues, she/he will be able to follow up accordingly.
- The schedule of the Call Center will rotate 24 hours a day.
- The Call Center staff must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers "first" impression of Hotel Metropole Hanoi is a lasting one of genuine warmth and friendliness and of high standards. Greeting/Attitude: In any circumstances, the Call Center will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.
- Calls Handling: The call center staff is responsible to ensure that all phone calls are answered within 3 rings, he/she will then find the polite and tactful way to keep on hold a guest when it is required.
- Handover: Each end shift, the call center staff will give a full handover to the TO the colleagues of the following shift regarding the activity & pending issues to be followed.
- F&B Knowledge: The call center staff has to ensure his/her full knowledge about the hotel outlets and room service menus. Posting in Micros System.
- Communication: She/he will be attentive on all information received during the Supervisor briefing. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The call center staff will read the call center logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the call center staff right away.
- Security Issues: The call center staff has an important role to play in terms of security, he/she has to know by heart all security procedures established and to be able to act accurately if it is required.
- Guest Knowledge: The call center staff must have a good knowledge of the Hotel Metropole Hanoi guests, especially all the VIP and will mention their name on the phone at least 2 times per conversation as possible.
- Privacy: The call center staff will be attentive to respect the privacy/confidentiality of the information, or guest names available at the call center room. He/she will ensure not to transmit any guest name, or guest history information.
- Telephone transfers: The Call Center staff will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person,he/she will introduce the person on line before to hang off. The Call Center staff must know by heart all the telephone extensions of the Sofitel Metropole Hanoi in order to be more efficient.
- Follow up: The Call Center will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.
- Guest Messages: The call center staff will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensure that the guest has well received the message with full acurated information.
- Wake Up Calls: The call center staff will ensure that any wake up call requested by a guest is performed at the exact time according to the established procedure.
- Organization: She/he will ensure call center room is perfectly tidy, in order, clean at any time.
* Training and Human Resources Management
- To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Sofitel Metropole staff handbook.
- To be ready and responsible when assigned to join any training of hotel/department.
* Guest Service Responsibilities
- The Call Center staff must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers’ "first" impression of Hotel Metropole Hanoi is a lasting one of genuine warmth and friendliness and of Sofitel standards.
* Miscellaneous
- All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
- All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
* Benefits:
- Employee benefit card with discounted rates in Accor Hotels worldwide + other offers.
- Opportunity to grow within the property, the company and across the world!
- Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.
- Talent development through learning programs by Academy Accor.
