Telephone Operator /Nhân viên tổng đài

• Answers / directs all external telephone calls according to Accor policies and procedures.

• Answers all internally generated guest and delivery-related associate calls.

• Dispatches delivery request to the departments concerned e.g. Engineering, Housekeeping, and Security...

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

• Posts room service charges, settles tickets, completes employee financial and closes day procedures.

• Takes call-in amenity and hospitality orders and organizes deliveries to guests.

• Accepts and relays guests’ messages, either manually, written or through voice mail system.

• Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.

• Takes reservations outside the opening hours of Reservations, respectively when all lines are engaged during peak times and enters them directly into the system. Offers fax or email confirmation.

• Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty.

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

• Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.

• Performs functions of a concierge, their duties and requests via telephone.

• Performs other duties as requested by management.

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