Guest Service Line Agent/ Nhân Viên Trực Tổng Đài

• Be well-groomed and personal hygiene is maintained to the standards of Melia employee handbook.
• Handles all incoming and outgoing calls in a courteous and friendly manner, responsible for accurate connection
• Answers guest's inquires over the phone and follows up personally to resolve Guest request
• Takes room service orders, therefore should be familiar with the room service menu.
• To offer solution for guest complaints on the phone and ensures to share that information to guest services for deeper.
• Ensures that the guest's name is used where possible in appropriate way
• Be responsible for booking and placing of guest long distance calls correctly
• Performs personalized wakeup call efficiently and consistently
• Be responsible for monitoring wake-up call log and takes appropriate action if a call is not answered
• To have full knowledge and understanding of each Department Heads position and their role to know who all members of staff are within the hotel
• To have a complete operational knowledge of the hotel, including geographical layout, services provided and security
• To have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests` questions
• To have knowledge of daily events in the hotel
• Ensure that the working area is kept clean and tidy at all times
• Builds up good working relationships with inter-related departments
• Identity VIP, Melia Rewards, regular guests and long staying guests and build rapport to offer personalized service and assistance
• Handles " Service Center" promptly and follow up that all requests have been responded to the guest's full satisfaction
• Be aware of any suspicious calls and to deal with these in the correct manner according to company standards, liaising with Duty Manager and Melia Connect Supervisor
• Delivers high quality service to guests. Ensures guest needs and reasonable requests are met
• Seeks opportunities to continually improve guest service.
• Take appropriate action to resolve guest complaints
• Promotes the hotel products and services to any query
• Adheres to strict confidentially with regards to guest's information.
• Demonstrates professional attitude and behavior at all times
• Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests. Be knowledgeable in all areas of the Hotels Food & Beverage outlets
• Adheres to the hotel's security and emergency policies and procedures
• Must have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc. and acts accordingly
• Fully conversant with Hotel Fire procedures and to carry out your role swiftly in the event of an emergency
• Performs other duties assigned by the Superiors