NHÂN VIÊN TRỰC TỔNG ĐÀI - KHÁCH SẠN SHERATON HÀ NỘI

JOB SPECIFIC TASKS

1. Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Maintain awareness of undesirable persons on property premises.

3. Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Answer, record, and process all guest calls, requests, questions, or concerns.

• Receive, record, and relay messages accurately, completely, and legibly.

• Contact appropriate individual or department (e.g., Bellman, Front Desk, Housekeeping, Engineering and Loss Prevention) as necessary to resolve guest call, request, or problem.

• Process room service orders, answer questions on menu selection; record transactions in point-of-sale system, process payment and run cashier reports at end of shift.

• Accept and record wake-up call requests and deliver to appropriate department.

• Log all guest requests, incidents, and adjustments customer relationship management (CRM) system to allow for proper tracking and documentation of guest problems and solution.

• Respond to special requests from guests/residents with unique needs.

• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

• Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).

4. Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• Operate telephone switchboard station in order to answer telephone calls.

• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.

• Instruct guests on how to access the internet and guest room entertainment features (e.g., streaming video).

• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.

• Test communications equipment and ensure it is working properly.