Meritel Hanoi

Job overview

• Dinning reservation agent is responsible for the supervision of restaurant reservation agent, serves as an active, hands-on resource on the reservation system, promote excellent call and service level standards andensure optimal phone coverage.
• Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.

• Perform Services behaviours in daily operation basic towards the guests
• Share guest feedback to the supervisor
• Handle guest’s requests, or escalate to higher levels and/or relate departments when need it
• Drive buggy safely after being certified and be responsible for protecting this asset in good conditions
• Process all calls in a prompt, courteous and timely manner while providing excellent customer service.
• Monitor calls, track reservation agent’s performance and provide feedback accordingly Process and review individual/team call statistical reports.
• Work on projects that will upsell all F&B outlet to from outside guest by creating a guest profile

Responsible business:

• Be responsible in keeping our property safe and secure
• Be responsible in protecting the environment such as the trees, the sea, and the special species
• Understand IHG Brand Standard related to your department
• Recommended changes to these standards
• Co-ordinate special projects as required, such as…
• Rotate the roles (cross training) within department when required
• Ensure that all calls are being handle properly
• Provide training and instructions on improving telephone handling techniques and services to meet department standards
• Reports any faults on the website to marketing team
• Be aware of the procedure concerning hotel emergency procedures
• Always maintain on departmental grooming
• Extend the most courteous and efficient service to guest and always maintain a professional image
• E-mail and Fax correspondence
• Provide guests with all information concerning all the F&B outlets of the hotel
• Daily VIP List
• Daily Booking Report

• 100% salary & service charge in 2 months of probation
• Mandatory insurances in accordance with Vietnamese Law
• Accidental insurance 24/24
• Annual leave from 14 days, 2 days off per week
• Provided uniform, duty meal and transportation
• Shared accommodation (applied for non Danang residents)
• HealthCare insurances for loyalty team members
• IHG brand standard training
• Other benefits as per the company/ IHG policies

Required Skills

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly onthe hotel, the brand and the Company.
• Able to speak, read and write English

Qualifications 

• High School

Experience

• One year experience preferably in a hotel of similar size and complexity and including supervisory experience or training.