Nhân Viên Tổng Đài / One Touch Agent

 Guest telephone service is to be maintained 24 hours a day

 Telephone calls must be answered within 3 rings

 Processing all incoming and outgoing calls accurately and courteously

 Receiving guest messages and deliver the same to the guest.

 Recording and controls accurately wake up calls and follows through to ensure guests receive their wake-up calls at the requested time

 Assisting guests with international calls and directory queries. Remembering to call guests by name whenever possible.

 Handling guests needs or requests and report to the One Touch Supervisor, ensuring all requests are followed through and completed.

 Handle guest’s complaints and takes actions to resolve problems and reports to managers

 Checking Interface lost posting & preparing down time reports

 Keeping update internal telephone list & be aware of local telephone listings and frequently dialled numbers

 Strictly abiding by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

 Advising defects on switchboard equipment to Supervisor

 Maintaining a clean work environment, Hotel information as well as detailed knowledge of the Hotel’s fire, life and safety system.

 Keeping records of calls placed and received by guests & all departments and recording the call charges.

 Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested

 Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.

 Provides a professional and immediate response to guests concerning all menu items and their preparation.

 Be familiar with all food outlet menus and specials, including seasonal changes and special promotions.

 Takes Room Service orders from guests, enter orders into Micros system and communicates special requests to the kitchen and expediters. Tries to upsell all Room Service orders

 Maintaining daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly.