Nhân Viên Trực Tổng Đài (khách sạn sheraton)

JOB DESCRIPTION
Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into the computer, contact the appropriate individual or department (e.g., Bellman, Housekeeping), and follow up with guests to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing the internet and guestroom entertainment.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support the team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.