Call Center Agent

1. Anticipate guest's needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
2. Align your working practices and conduct with Sheraton Saigon Hotel and Towers' Vision; consistently strive to meet and exceed the expectations of both internal and external guests.
3. Comply with Sheraton's Code of Conduct at all times.
4. Attend to every call in a courteous and pleasant manner within three (3) rings.
5. Handle multiple calls by prioritizing and informing callers in accordance with the hotel standards.
6. Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, call accounting, guest room equipment operations and hotel channels.
7. Demonstrate comprehensive knowledge of Front Office procedures and computer system.
8. Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.
9. Use guest name wherever possible in accordance with hotel standards.
10. Handle guest messages, facsimiles and mail, ensuring that the information is passed on is accurate, complete and promptly delivered.
11. Convey information, facsimiles and messages to appropriate personnel in a timely and efficient manner.
12. Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
13. Demonstrate thorough knowledge of and actively sell all products, services and special events within the hotel.
14. Actively contribute to Marriott Bonvoy and upselling programs.
15. Handle restaurant bookings promptly and efficiently, whilst promoting in-house facilities.
16. Be aware of facilities and points of interest within Ho Chi Minh City and surrounding areas to assist with any guest inquiries.
17. Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP's and Guest History guests.
18. Coordinate with Room Service menu availability to ensure guest satisfaction.
19. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly.
20. Maintain a clean and tidy work area in accordance with the hotel standards.
21. Adhere to hotel policy regarding uniform and personal presentation.
22. Ensure that the Duty Manager is informed immediately of any emergency, security or health & safety matter.
23. Perform any additional duties as requested by the Front Office Manager/ Senior Guest Service Center Manager and Hotel Management.
24. Uphold the Company's Cares culture by demonstrating the Guest Service Center Standards at all times to guests and fellow associates.
25. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and related Policies.