Call Centre Agent

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.

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