[Melia Vinpearl Phu Quoc] Melia Connect Agent/ Nhân viên Tổng đài

Performs other duties assigned by the Superiors
Identity VIP, Melia Rewards, regular guests and long staying guests and build rapport to offer personalized service and assistance
Be responsible for monitoring wake- up call log and takes appropriate action if a call is not answered.
Adheres to strict confidentially with regards to guest’s information.
Builds up good working relationships with inter- related departments
Seeks opportunities to continually improve guest service.
Be well- groomed and personal hygiene is maintained to the standards of Melia employee handbook.
Ensure that the working area is kept clean and tidy at all times
Adheres to the hotel’s security and emergency policies and procedures.
Delivers high quality service to guests. Ensures guest needs and reasonable requests are met.
Handles all incoming and outgoing calls in a courteous and friendly manner, responsible for accurate connection.
Ensures that the guest&039;s name is used where possible in appropriate way
Fully conversant with Hotel Fire procedures and to carry out your role swiftly in the event of an emergency
Handles “ Service Center” promptly and follow up that all requests have been responded to the guest’s full satisfaction
Be responsible for booking and placing of guest long distance calls correctly
To offer solution for guest complaints on the phone and ensures to share that information to guest services for deeper.
Demonstrates professional attitude and behavior at all times
Answers guest’s inquires over the phone and follows up personally to resolve Guest request
Promotes the hotel products and services to any query
Take appropriate action to resolve guest complaints
To have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests&039; questions.
Performs personalized wakeup call efficiently and consistently
Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests. Be knowledgeable in all areas of the Hotels Food & Beverage outlets.
Must have a thorough knowledge of emergency procedures, i.e. fire, alarm, evacuation, bomb, threat etc. and acts accordingly.
To have knowledge of daily events in the hotel
To have a complete operational knowledge of the hotel, including geographical layout, services provided and security
To have full knowledge and understanding of each Department Heads position and their role to know who all members of staff are within the hotel
Be aware of any suspicious calls and to deal with these in the correct manner according to company standards, liaising with Duty Manager and Melia Connect Supervisor
Takes room service orders, therefore should be familiar with the room service menu.

Computer skills
LANGUAGE: Good English or Korean, written & spoken.
EDUCATION AND TRAINING: College degree or above
Hotel management specialty or tourism specialty

PVI insurance coverage after 6 months.
Professional and friendly working environment.
Opportunities for career development and learning from industry experts.
Social insurance contributions as per labor law.
Attractive welfare benefits and advancement opportunities.
Home visit allowance

Cập nhật gần nhất lúc: 2026-03-10 16:55:03