Instant Service Agent – Nhân viên tổng đài

Mô tả công việc

Địa điểm làm việc: Thành Phố Hạ Long, Quảng Ninh

Mô tả công việc

Process all incoming and outgoing calls accurately and courteously

Records and controls accurately wake-up calls

Pages guests in co-operation with the concerned departments

Records all entries on traffic sheets

Assists guests with international calls and directory queries

Calls guests by name whenever possible

Page the staff member when requested

Abides by principles of guest privacy

Address guest needs and requests promptly, reporting any complaints to the Instant Service Supervisor

Record daily activities and incidents in the logbook for proper documentation and follow-up

Maintain awareness of local telephone listings and frequently dialed numbers for guest assistance

Adhere strictly to hotel policies and procedures regarding emergencies such as fire, bomb threats, and other critical incidents

Respond to guest queries and requests promptly and professionally

Maintain detailed knowledge of the hotel’s fire, life, and safety systems

Stay informed about the Emergency Response Team’s procedures and the telephone room’s role in emergencies

Keep hotel information up to date to assist both guests and staff effectively

Yêu cầu

1 year of experience in front office/guest services operations, or an equivalent combination of education and experience

High School or Diploma in Hotel Administration, Hotel Management, or equivalent

English is required

Other languages preferred

Quyền lợi

Competitive salary / Mức lương hấp dẫn

At least 14 annual leave days/year./ Tối thiểu 14 ngày phép/năm

Monthly Service charge./ Phí dịch vụ theo tình hình doanh thu hàng tháng.

100 % salary and immediate Social Insurance enjoyment during probationary period./ Hưởng 100% lương & tham gia BHXH ngay trong thời gian thử việc.

Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy./ Bảo hiểm tai nạn 24/7 và bảo hiểm sức khỏe Bảo Việt theo chính sách của IHG.

13th month salary/ Chế độ thưởng thường niên (lương tháng 13)

Birthday gifts and Internal Service Discount in accordance to IHG and resort’s policy./ Quà sinh nhật và ưu đãi dịch vụ nội bộ theo chính sách của IHG và khu nghỉ dưỡng.

Enjoys IHG’s special offer for internal employee./ Hưởng các ưu đãi đặc biệt của IHG dành cho nhân viên nội bộ.