Call Centre Agent
- Hạn nộp: 30/06/2024
- Mức lương: Thỏa thuận
Thông tin cơ bản
1
Quận Đống Đa - Hà Nội
Làm theo ca
Tiền sảnh
Nhân viên
27/05/2024 13:27
Mô tả công việc
1. All incoming calls must be answered as “Xin Chào, name of associate and how may I assist you?”
2. All internal calls must be answered as “Xin Chào, Service Centre, name of associate and how may I assist you?”
3. All calls must be answered within 3 rings and callers are addressed by their proper name.
4. To anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
5. Have a complete knowledge of hotel policy and procedures
6. Received, handle and relaying of guest messages, voice mail and facsimiles in an efficient, timely manner as per Hotel Muse policy.
7. Arrange wake up calls as per requested.
8. Offer the hotel guests the best possible service though courteous and proper phone answering procedures through proper telephone procedures.
9. Be an ambassador by promoting the hotel, restaurants, gift shops, etc.
10. Be able to give accurate directions and information regarding the immediate and metro area.
11. Handle all emergencies according to established procedures.
12. Ensure all customer complaints are reported to Duty Manager in a timely and professional manner.
13. Ensure all guests experiencing a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
14. Be knowledgeable in all In-room Dining Menus and be able to up-sell when appropriate.
15. Be able to take In-room Dining order and post into POS, as well as coordinating with F&B Department.
Rooms:
1. Have knowledge of hotel rates, discount, and how to handle each request.
2. Prepare wakeup call sheets; record the guest’s name and room number under the wake up time requested. Repeat this information to the guest and offering a second wake up call to ensure proper handling of wake up calls in the morning.
3. Key in wakeup call request into PMS and properly handover the information to the next shift.
4. Handling collect-calls and credit card calls and charge to guest account.
Quyền lợi được hưởng
Yêu cầu công việc
Knowledge and Experience
• Have good spoken and written English skill.
• Must be familiar with the facilities, operation hours and services in the hotel
• Must have good knowledge of all room types, layout, amenities, and room rates.
• Must be familiar with the local areas/places of interest, shopping, etc.
• Must have full knowledge of the hotel’s emergency policies and procedures.
• Be available to work shifts.
Competencies
• Good interpersonal skills with ability to communicate with all levels of employees
• Service oriented with an eye for details
• Ability to work effectively and contribute in a team
• Good presentation and influencing skills
Yêu cầu hồ sơ
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Quy mô:
Số 9 Cát Linh, phường Quốc Tử Giám, quận Đống Đa, Hà Nội, Vietnam
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Grand Mercure Hanoi offers 5-star experience and immerses you in the authentic Vietnamese culture with a sense of contemporary chic. From business to leisure, with family, friends or colleagues, our guests are able to experience and participate in our first-class services and well-design facilities. The story of Hanoi will be discover through our exquisite dining experiences, rooftop sky bar and stunning glass-walled rooftop swimming pool and many more. At Grand Mercure Hanoi, we want our guests to perceive us through our sincere, proud and charming as well as connecting to the value of Vietnamese culture. Số 9 Cát Linh, Phường Quốc Tử Giám, Quận Đống Đa, Hà Nội
Thông tin liên hệ
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Nhân sự
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