Central Intelligence Supervisor/ Giám Sát Tổng Đài

Responsible for all activities relevant to the Central Intelligence such as the operator, rooms assignment, Handigo, Sara, ACDC and coordination between each departments and assisting them with inquiries.

Overseeing and directing all aspects of telecommunications services to achieve the highest guest satisfaction

Primary Responsibilities/ Trách nhiệm chính:

• Ensure the proper maintenance, repair and the use of telecommunication equipment in the resort and its facilities.

• Investigate complaint regarding Central Intelligence and take appropriate action to resolve the dissatisfaction.

• Ensure that enough associates are available to serve the calls and handle Central Intelligence tasks

• Conduct training for new associates, be a buddy for them in order to meet department training target and strengthen the team

• Assists bell service with the supervision of luggage delivery and pick-up, ensuring that multiple tasks are performed and departmental standards are followed.

• Monitor and test all wakie-talkie channel at the beginning of the shift to make sure a smooth operation

• Check traces, logbook and take note for any pending task to follow up and monitor until it’s done

• Check all arrival villa, especially early arrival, VIP villa and coordinate with HK and other departments to make sure guest villa are available before guest arrival.

• Coordinate with service team to make sure all luggage issue and buggy are met guest expectation.

• Follow up with all due out villa especially back to back villa to take appropriate actions accordingly

• Familiar with all IVD menu items, ingredients and preparation time and ensures that all CI members is equally knowledgeable.

• Is familiar with all resort services and provides this information to all members

• Coaching, counsels, disciplines and motivates associates.

• Monitoring the monthly roster and medical leaves closely and offer counselling if necessary.

• Be a Central Intelligence champion to lead Central Intelligence concept with ACDC, Handigo, Sara, provide and update pre-arrival information to the service team. Assign rooms and make sure room assignment must be done 3 days in advance according to guest’s reference

• Daily meeting and share information in Central Intelligence meeting together all department representative and FO Managers to contribute and enhance guests experience

• Control and monitor work on Sara system, be a work control central for all departments in the resort.

• Handling all task related to Handigo system, read and reply to all message on the app for internal as well as external guest.

• Central Intelligence Supervisor must ensure that the information board in Central Intelligence room are daily updated and correct information at all times. Central Intelligence room must be kept tidy and clean status.

• Ensure greeting standard and service standard are meet to LQA standard and guideline, In any circumstances, Central Intelligence Supervisor will strictly follow the telephone standard established by talking with a friendly tone of voice, keeping high level of respect and having a positive attitude toward work.

• Be attentive to all the guests’ requests, making sure that the guests will have a satisfaction for the service provided. He/she will ensure to transfer the call to the right person and introduce the person on line before hanging up. And must remember all the telephone extensions of the hotel in order to be more efficient and accurately

• Be responsible for updating latest telephone /contact number of every department

• Ensure all arriving and in house guests preferences are uploaded daily on guest profile note and ACDC

• Monitor the villa assignment to meet with guest’s preference and communicate with Housekeeping and Engineering to make sure the assigned villa is up to guest’s expectation

• Maintain an extensive knowledge about villa allocation and resort facilities and can support with any operational departments

• Actively record all guest’s preference, issues, experience which can be shared internally in PMS and externally via ACDC. Helping our resort and other Accor properties in order to create Sparkles for our guests

• Update all information from ACDC to profile note in Opera PMS and extract ADCD report 4 day prior to arrival to communicate with other departments during Central Intelligence daily meeting

• Be attentive to respect the privacy/confidentiality of the information, guest name. He/she will ensure not to transmit any guest name, or guest history information in any form of communication.

• Providing wake-up call service as well as training Central Intelligence staff on how to provide it properly to all guest.

• Daily check and ensure all TV channel are worked properly, immediately inform IT for any issue which might need assistance.

• Test and make sure the telephone system as well as waiting tone are worked properly

• Models the company’s culture, vision, mission and core values at all times.

• Carries out any other reasonable duties and responsibilities as assigned.

• Takes on other tasks in addition of the ones stated, in a reasonable framework.