GSC Agent / Nhân viên tổng đài

Essential Duties and Responsibilities
Process all incoming and outgoing calls accurately and courteously
Records and controls accurately wake up calls
Pages guests in co-operation with concerned departments
Records all entries on traffic sheets
Assists guests with international calls and directory queries
Calls guests by name whenever possible
Pages staff member when requested
Abides by principles of guest privacy
Handles guests needs or requests and reports complaints to the Guest Service Centre Supervisor
Report on logbook daily
Bill call costs
Aware of local telephone listings and frequently dialed numbers
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
Advises defects on switchboard equipment to Supervisor
Attends to all guest queries and requests promptly
Maintains detailed knowledge of the Hotel's fire, life and safety system
Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
Maintain Hotel Information
Takes room service orders and accurately enters them into the POS system.
Conversant with emergency evacuation and fire procedures for relevant department
Support Reception tasks when needed
Perform any other task assigned based on Hyatt Regency West Hanoi needs or requirements.