Operator (Nhân viên trực Tổng đài)

• Be well-groomed and personal hygiene is maintained to the standards of Melia employee handbook.

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

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

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

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

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

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

• Performs personalized wakeup call efficiently and consistently

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

• 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

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

• To have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions

• To have knowledge of daily events in the hotel

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

• Builds up good working relationships with inter-related departments

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

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

• 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

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

• Seeks opportunities to continually improve guest service.

• Take appropriate action to resolve guest complaints

• Promotes the hotel products and services to any query

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

• Demonstrates professional attitude and behavior at all times

• 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

• Adheres to the hotel’s security and emergency policies and procedures

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

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

• Performs other duties assigned by the Superiors