Guest Service Associate-Service Centre - Trung tâm dịch vụ khách hàng/Tổng đài

Job Summary – (Role Summary)
Oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction.
Essential Duties and Responsibilities – (Key Activities of the role)
• Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
• Prepares efficient work schedule for Operator staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration in conjunction with department Manager
• Cooperate and assist Reservation team if need it.
• Maintains user documentation, BCT system reports, telephone list, and numbering plan
• Establishes and maintains effective employee relations
• Investigates complaints regarding the Operator staff and technicians & service, takes appropriate actions.
• Directs, supervises and coordinates the activities in front office department
• Performs related duties and special projects as assigned
• 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
• Able to perform Operator staff duties when required
• Monitors the performance of BCT software and maintain logbook of equipment performance report
• Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
• Conversant with emergency evacuation and fire procedures
• Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
• Perform any other task assigned based on hotel needs or requirements.
• Maintains up to date list of all telecommunication equipment
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
• Organizes and conducts regular meeting for all Operator staff to facilitate communication and a smooth operation
• Conducts shift briefings to ensure hotel activities and operational requirements are known

Required Skills
• Problem solving and organizational abilities
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Proficient in the use of Microsoft Office and Opera
Key Metrics
• Completion of assigned tasks
• Departmental Budget
• Guest Satisfaction System- Trust you
• Employee Satisfaction Survey
Decision Making Responsibilities (Decision Rights)
• Matters pertaining to telecommunication section

- Attractive and competitive salary
Lương hấp dẫn và cạnh tranh
- The benefits only at Sun Group: Suncare Insurance, entertainment mode for yourself and your family in the Sun Group’s entertainment system in country (Hon Thom/ Ba Na/ Fansipan cable car/ Sun World Da Nang Wonder...)
Quyền lợi chỉ có ở Sun Group: Bảo hiểm Suncare, tận hưởng và thư giãn cùng với gia đình tại các hệ thống giải trí trong nước (Hòn Thơm/ Bà Nà/ Cáp treo Fansipan/ Sun World Da Nang Wonder...)
- Social Insurance as per Vietnamese Law
Được tham gia đầy đủ các loại bảo hiểm theo luật Việt Nam
- 12 comlimentary room nights
12 đêm nghỉ dưỡng từ thương hiệu Rosewood.
- Birthday Day Leave
Ngày nghỉ trong tháng sinh nhật.
- Other benefits of Sun Group
Các quyền lợi khác của SunGroup
- Phụ cấp vùng Phú Quốc hàng tháng 882k/tháng.
Phu Quoc monthly allowance VND 882,000/month.

Cập nhật gần nhất lúc: 2024-07-31 17:10:02