Sofitel Legend Metropole Hanoi

Mô tả công việc

OBJECTIVE:

• The Call Center staff reports directly to Call Center Supervisor.

• The Call Center staffs is working in the Call Center room and is responsible to ensure that all calls received are answered performance as the standards established by the Hotel Metropole Hanoi and the Sofitel brand.

MAIN DUTIES:

Administration

• The Call center staff must be polyvalent in working as a Call center operator. When she/he has to deal with Call Center issues, she/he will be able to follow up accordingly.

• The schedule of the Call Center will rotate 24 hours a day.

• The Call Center staff must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.

• The Call Center staff must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers "first" impression of Hotel Metropole Hanoi is a lasting one of genuine warmth and friendliness and of high standards. Greeting/Attitude: In any circumstances, the Call Center will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.

• Follow up: The Call Center will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.

• Organization: She/he will ensure call center room is perfectly tidy, in order, clean at any time.

• Telephone transfers: The Call Center staff will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person,he/she will introduce the person on line before to hang off. The Call Center staff must know by heart all the telephone extensions of the Sofitel Metropole Hanoi in order to be more efficient.

• Privacy: The call center staff will be attentive to respect the privacy/confidentiality of the information, or guest names available at the call center room. He/she will ensure not to transmit any guest name, or guest history information.

• Wake Up Calls: The call center staff will ensure that any wake up call requested by a guest is performed at the exact time according to the established procedure.

• Guest Messages: The call center staff will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensure that the guest has well received the message with full acurated information.

• Calls Handling: The call center staff is responsible to ensure that all phone calls are answered within 3 rings, he/she will then find the polite and tactful way to keep on hold a guest when it is required.

• F&B Knowledge: The call center staff has to ensure his/her full knowledge about the hotel outlets and room service menus. Posting in Micros System.

• Guest Knowledge: The call center staff must have a good knowledge of the Hotel Metropole Hanoi guests, especially all the VIP and will mention their name on the phone at least 2 times per conversation as possible.

• Communication: She/he will be attentive on all information received during the Supervisor briefing. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The call center staff will read the call center logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the call center staff right away.

• Handover: Each end shift, the call center staff will give a full handover to the TO the colleagues of the following shift regarding the activity & pending issues to be followed.

• Security Issues: The call center staff has an important role to play in terms of security, he/she has to know by heart all security procedures established and to be able to act accurately if it is required.

Training and Human Resources Management

• To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Sofitel Metropole staff handbook.

• To be ready and responsible when assigned to join any training of hotel/department.

Guest Service Responsibilities

• The Call Center staff must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers’ "first" impression of Hotel Metropole Hanoi is a lasting one of genuine warmth and friendliness and of Sofitel standards.

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

NOTE

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly.

Quyền lợi được hưởng

Employee benefit card with discounted rates in Accor Hotels worldwide + other offers.

Talent development through learning programs by Academy Accor.

Opportunity to grow within the property, the company and across the world!

Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.

Yêu cầu công việc

• Minimum 3 years experience in the same position

• Solid foundation on client handling & business development

• Excellent communication and interpersonal skills

• Strong in Microsoft Office suite

• Fluent in English and Vietnamese (spoken& written)

Yêu cầu hồ sơ

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