Information & Service Clerk (INS) - Nhân viên Tổng đài

• Answers / directs all external telephone calls according to Lotte policies and procedures.
• Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.
• Provides a professional and immediate response to guests concerning all menu items and their preparation.
• Greets guests with a cheerful and pleasant voice using guests’ names at least thrice during conversations.
• Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
• Connects local and international calls quickly, courteously and accurately.
• Handles wake-up calls as requested with accuracy, whether they be automatic programmed or personal wake-up calls.
• Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
• Contributes and maintains business like working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
• Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
• Accepts and relays messages for guests and hotel personnel.
• Projects the image of courteous, friendly service at all times.
• Answers and connects all incoming calls from both in and out of house.
• Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
• Be fully conversant in all hotel products and services in order to handle guest enquiries efficiently and courteously.
• Provides general information to guests when necessary.
• Takes accurate messages, morning call requests, reservations and orders for/from guests.
• Ensures that all reservations, orders, requests, etc. are always accurately and quickly relayed to the correct department
• Manage and daily work ensures, compliance with work hours and break time.
• Follow the company's brand standards and code of business conduct.
• Keep informed of the company's values and ideal conduct. Act accordingly.
• Pursue the operational goal by carrying out all assignments tasked by a senior employee.
• Attend necessary training sessions as required by a training manager in accordance with any training plans.
• Maintain positive and productive working relationships with other employees and departments.
• Adhere to hotel grooming standards at all times.
• Use professional and polished language in all written and oral communication.
• Lead with passion and enthusiasm with a commitment to excellence and a creative approach.
• Dedicated to creating personalized experiences and lasting memories for our guests.
• Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits.
• Follow department policies, procedures and service standards.
• Follow all safety policies.
• Oversee for cleanliness, organization and housekeeping/maintenance standards.
• Stand for an extended period of time or for an entire work shift.
• Maintain proper posture while at the desk and work area.
• Enter and locate work-related information using computers and/or point of sale systems.
• Other duties as assigned.

• Attractive salary & benefit package.
• Duty meal provided by hotel.
• Wonderful working environment with professional team.

• Must be detailed oriented.
• Must be able to multi-task in a fast-paced environment.
• Must possess basic computer skills.
• Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy.
• Must show basic computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.,).
• Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants.

• English CV with a recent photo