One Touch Agent / Nhân Viên Trực Tổng Đài

Answer incoming phone calls in a timely and professional manner that reflects highly on the hotel and brand.

• 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.

Creates 100% guest satisfaction by providing the “Yes I Can!” experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

• Listening, apologizing with empathy, finding a solution and following through when resolving guest problems
• Assuming the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performing other duties required to provide the service brand behaviours and genuine hospitality
• Adhere to all hotel policies and procedures.
• At all times keeps a favourable image of the Brand.
• Comply with the personal presentation, grooming and hygiene standards.
• Keeping One Touch Supervisor promptly and fully aware of all problems or unusual matters of significance.
• Performing all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position.
• Actively support and promote Workplace Health and Safety within the work environment.
• Maintaining a favourable working relationship with all other hotel employees.
• Responds to emergency situations calmly and effectively, accordingly to hotel guidelines