Guest Service Associate-Service Centre - Trung tâm dịch vụ khách hàng/Tổng đài

Job Summary - (Role Summary)
Oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction.
Essential Duties and Responsibilities - (Key Activities of the role)
• Directs, supervises and coordinates the activities in front office department
• Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
• Investigates complaints regarding the Operator staff and technicians & service, takes appropriate actions.
• Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
• Establishes and maintains effective employee relations
• Organizes and conducts regular meeting for all Operator staff to facilitate communication and a smooth operation
• Manages and monitors the operation of all equipment's, software, hardware and endure all units are working and installed properly
• Maintains up to date list of all telecommunication equipment
• Monitors the performance of BCT software and maintain logbook of equipment performance report
• Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
• Maintains user documentation, BCT system reports, telephone list, and numbering plan
• Performs related duties and special projects as assigned
• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Prepares efficient work schedule for Operator staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration in conjunction with department Manager
• Conversant with emergency evacuation and fire procedures
• Able to perform Operator staff duties when required
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
• Perform any other task assigned based on hotel needs or requirements.
• Cooperate and assist Reservation team if need it.