Customer Service Representative

Located 400m from West Lake, Oakwood Residence Ha Noi is a destination voted by many foreign experts as the most livable project because of its fresh and airy environment right in the heart of the capital. This is the first project in the serviced apartment segment of Van Phu Invest with European standards from design to service, operated by the oldest hotel group - The Ascott International.
Job Description:
• The CSR will be very often the first person that a resident will come to see to look for a service or some assistance. The greeting and attitude of the CSR will influence a lot the opinion that the resident will have of the overall property.
• Being at the service of the resident, the first task of the CSR is to be available at any time for a resident and to take extra care of him/her by an automatic greeting with a smile and warm & positive attitude. The resident has to feel expected and welcomed at any time. The resident will always be the first priority for a CSR.
• Organization: He/she will ensure that his/her section is perfectly tidy at any time, that the accessories & stationeries used for the operations are refilled as often as required and that the circuits of operations are followed strictly.
• Handover: At the end of each shift, the CSR will fully clear his/her station and do a full and detailed handover with the following shift. He/she will check-in details that his/her cashier report is correct and with the entire backup attached.
• Grooming/Attitude: The CSR will keep a perfect grooming at all times (uniform, tag, make up for lady, tidy hair, etc).
• Greeting/Attitude: In any circumstances, the CSR will be smiley, willing to help the resident, will ensure a warm greeting with any resident arriving from 5-step distance of the Front Desk and will keep permanently a positive attitude.
• Telephone technique: To ensure that all telephone calls are attended to in a helpful and professional, yet warm and friendly manner. Responsible and accountable for the logging of and correct, prompt and efficient handling of all resident messages.
• Follow up: The CSR will act quickly and efficiently, following the instructions received by his/her supervisor.
Theo dõi: nhân viên Lễ tân sẽ hành động nhanh chóng và hiệu quả, tuân theo các hướng dẫn mà người giám sát của anh ấy / cô ấy.
• C/I & C/O: The CSR will ensure that all c/i and c/o are made in line with the standards established. He/she will be especially attentive on the audit & resident history issues. He/she will then ensure that the operations handled by his/her own are fully completed and correct.
• Communication: He/she will be attentive on all information received during the different briefing/meeting: daily FO handover briefing (at the beginning of afternoon shift), monthly department meeting. He/she will be active and dynamic in participating in these different discussion opportunities. During his/her shift, he/she will report quickly any problem or question to his/her supervisor. The CSR will read the FO logbook at the beginning of shift, follow up and keep it updated during his/her shift.
• VIP: The CSR will be attentive that each VIP resident arriving at the Front Desk and ensure that c/i smoothly and efficiently as standard.
• Movements in the space: The CSR will standby at the Front Desk and will leave this place only with prior authorization of the CSR Supervisor and for a valid reason, i.e lunch, dinner, etc.
• Residents' requests follow up: The CSR will be ready to help the resident in any of his/her requests and will guide him/her to the right person when it is required. The CSR will ensure at any time that no resident is waiting for too long to have somebody available at the Front Desk.
• Privacy: The CSR will be attentive to respect the privacy/confidentiality of the resident. He/she will ensure not to transmit any resident name, or resident history information.
• Security: The CSR has to know his/her duties & responsibility in the eventuality of fire.
• To ensure that all the standards and procedures established at Oakwood Residence Hanoi are reached successfully and permanently.
• Act as a screen to the Assistant Front Office Manager and Front Office Manager in view of clients and subordinates.
• Other duties and projects as assigned by the Front Office Manager.