Mô tả công việc:
(Mức lương: Thỏa thuận)- 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
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- 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
Chức vụ: Nhân Viên/Chuyên Viên
Hình thức làm việc: Toàn thời gian
Quyền lợi được hưởng:
- International working environment
- Attractive salary
- 13th month salary
- Birthday benefit
- Annual Outing trip
- Special room rate as per Melia Hotels International policy
- Shuttle bus for employees from Vung Tau to Melia Ho Tram
Yêu cầu bằng cấp (tối thiểu): Trung cấp - Nghề
Yêu cầu công việc:
Good communication in Vietnamese & English
Having experience in the same position is preferable
Yêu cầu giới tính: Nam/Nữ
Ngành nghề: Chăm Sóc Khách Hàng,Tổng Đài Viên
Trung cấp - Nghề
Không yêu cầu
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