Call Centre Agent

To anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
All calls must be answered within 3 rings and callers are addressed by their proper name.
All incoming calls must be answered as “Xin Chào, name of associate and how may I assist you?”
Be knowledgeable in all In- room Dining Menus and be able to up- sell when appropriate.
Be able to give accurate directions and information regarding the immediate and metro area.
Offer the hotel guests the best possible service though courteous and proper phone answering procedures through proper telephone procedures.
Have a complete knowledge of hotel policy and procedures
Handle all emergencies according to established procedures.
Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
Ensure all customer complaints are reported to Duty Manager in a timely and professional manner.
All internal calls must be answered as “Xin Chào, Service Centre, name of associate and how may I assist you?”
Be an ambassador by promoting the hotel, restaurants, gift shops, etc.
Be able to take In- room Dining order and post into POS, as well as coordinating with F&B Department.
Arrange wake up calls as per requested.
Received, handle and relaying of guest messages, voice mail and facsimiles in an efficient, timely manner as per Hotel Muse policy.
Rooms:
Handling collect- calls and credit card calls and charge to guest account.
Prepare wakeup call sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest and offering a second wake up call to ensure proper handling of wake up calls in the morning.
Key in wakeup call request into PMS and properly handover the information to the next shift.
Have knowledge of hotel rates, discount, and how to handle each request.

Knowledge and Experience
• Be available to work shifts.
• Must be familiar with the facilities, operation hours and services in the hotel
• Must have good knowledge of all room types, layout, amenities, and room rates.
• Must have full knowledge of the hotel’s emergency policies and procedures.
• Have good spoken and written English skill.
• Must be familiar with the local areas/places of interest, shopping, etc.
Competencies
• Service oriented with an eye for details
• Good presentation and influencing skills
• Ability to work effectively and contribute in a team
• Good interpersonal skills with ability to communicate with all levels of employees

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Cập nhật gần nhất lúc: 2024-03-09 09:25:40