Service Center Agent

• The Service Center Agent is working in a central area because she/he receives all the calls from outside the hotel and coordinates the internal calls.
• The Service Center Agent must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.
• The Service Center Agent must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers "first" impression of hotel is a lasting one of genuine warmth and friendliness and of high standards.
• Follow up: The Service Center Agent will act quickly and efficiently, following the guest's requests and instructions received by her/his supervisor.
• Telephone transfers: The Service Center Agent will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person; he/she will introduce the person online before to hang off. The Service Center Agent must know by heart all the telephone extensions of the Hotel to be more efficient.
• Privacy: The Service Center Agent will be attentive to respect the privacy/confidentiality of the information or guest names available at the operator room. He/she will ensure not to transmit any guest name, or guest history information.
• Wake-Up Calls: The Service Center Agent will ensure that any wake-up call requested by a guest is performed at the exact time according to the established procedure.
• Guest Messages: The Service Center Agent will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensures that the guest has well received the message with full information.
• Calls Handling: The Service Center Agent is responsible for ensuring that all phone calls are answered within 3 rings; he/she will then find a polite and tactful way to keep on hold a guest when it is required.
• Guest Knowledge: The Service Center Agent must have a good knowledge of the Dusit La Palais Tu Hoa Hanoi guests, especially all the VIPs, and will mention their name on the phone as often as possible.

Technical Responsibilities

• Organization: She/he will ensure that Service Centre Room is perfectly tidy at any time.
• F&B Knowledge: The Service Center Agent must ensure his/her full knowledge about the hotel outlets and menus. The Service Center Agent must know daily the dishes of the day and have a good knowledge of IRD menu with all characteristics.
• F&B Order: The Service Center Agent will be attentive to get all details of an IRD order, asking the accurate questions. All will be carefully recorded in a logbook and the full details will be given to the IRD staff. The Service Center Agent will then ensure that the order is sent on time and reconfirm with the guest if it is reaching his expectations
• Housekeeping Follow up: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The Service Center Agent will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
• Communication: She/he will be attentive on all information received during the Supervisor briefing. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The Service Center Agent will read the Service Center Agent logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the Service Center Agent right away.
• Handover: Each end shift, The Service Center Agent will give a full handover to one of the following shift regarding the activity & pending issues to be followed.
• Security Issues: The Service Center Agent has an important role to play in terms of security; he/she must know by heart all security procedures established and to be able to act accurately if it is required.
• To ensure that all the standards and procedures established at the Hotel are reached successfully and permanently.

• Uniform
  
• Duty Meals
• Insurance policy per current labor law.
• Accident Insurance 24/7
• Monthly service Charge
• Annual Health Check
• Participating job training, skill training by international hotel standards.
• Hotel's Activities
• Other benefits per Vietnam labor law.

• Bachelor degree in any discipline. A degree in Hospitality will be a plus.
• Minimum of 2 years in Front Office or Concierge experience in a similar capacity preferably in a 5-star class environment.
• Knowledgeable in the city, tours and excursions to refer the guests in various tourist destinations.
• Have good English communication skills both in written and spoken.
• Possess professional disposition with good communication and interpersonal skills.