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

2. Handles all incoming and outgoing calls in a courteous and friendly manner, responsible for accurate connection.

3. Answers guest’s inquires over the phone and follows up personally to resolve Guest request

4. Takes room service orders, therefore should be familiar with the room service menu.

5. To offer solution for guest complaints on the phone and ensures to share that information to guest services for deeper.

6. Ensures that the guest's name is used where possible in appropriate way

7. Be responsible for booking and placing of guest long distance calls correctly

8. Performs personalized wakeup call efficiently and consistently

9. Be responsible for monitoring wake-up call log and takes appropriate action if a call is not answered.

10. 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

11. To have a complete operational knowledge of the hotel, including geographical layout, services provided and security

12. To have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests' questions.

13. To have knowledge of daily events in the hotel

14. Ensure that the working area is kept clean and tidy at all times

15. Builds up good working relationships with inter-related departments

16. Identity VIP, Melia Rewards, regular guests and long staying guests and build rapport to offer personalized service and assistance

17. Handles “ Service Center” promptly and follow up that all requests have been responded to the guest’s full satisfaction

18. 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

19. Delivers high quality service to guests. Ensures guest needs and reasonable requests are met.

20. Seeks opportunities to continually improve guest service.

21. Take appropriate action to resolve guest complaints

22. Promotes the hotel products and services to any query

23. Adheres to strict confidentially with regards to guest’s information.

24. Demonstrates professional attitude and behavior at all times

25. 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.

26. Adheres to the hotel’s security and emergency policies and procedures.

27. Must have a thorough knowledge of emergency procedures, i.e. fire, alarm, evacuation, bomb, threat etc. and acts accordingly.

28. Fully conversant with Hotel Fire procedures and to carry out your role swiftly in the event of an emergency

29. Performs other duties assigned by the Superiors