OperatorMelia Hanoi Hotel

1. To report to work punctually and wear complete and proper uniform.
2. To be fully familiar with Melia Loyalty Programs & Emergency procedure. Must have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc. and act accordingly.
3. Handles all incoming and outgoing calls in a courteous and friendly manner, responsible for accurate connection
4. To answer guest inquires over the phone and follows up personally to resolve Guest request
5. To take room service orders, therefore should be familiar with the room service menu.
6. To offer solution for guest complaints on the phone and ensures to share that information to guest experience team and related departments, Supervisor or Duty Manager and / or Front Office Manager/ Guest Experience Manager for further follow up.
7. To handle special requests such as: DND, Incognito, Day time wake up calls, guest locator, etc.
8. To make sure that all message is not delayed in delivery.
9. To issue telephone invoices for in-house staff or guest when necessary.
10. To be fully knowledgeable of the Telephone Operator Standard Service Procedure.
11. To greet all guests in a courteous and helpful manner and to provide a unique personalized service by attempting to learn and use the guest 's name at every opportunity.
12. To perform personalized wake-up call efficiently and consistently. Be responsible for monitoring wake-up call log and takes appropriate action if a call is not answered
13. Be thoroughly knowledgeable of all hotel facilities and Food & Beverage outlets and their time of operation. Attempting to sell the advantages to the guest.
14. Following the required Telephone Courtesy.
15. 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
16. To keep the Telephone Operator area clean and tidy and references are always ready at all time.
17. To be alert of any suspicious or unusual situation and immediately inform Security Office and Duty Manager.
18. Identity VIP, Melia Rewards, regular guests and long staying guests and build rapport to offer personalized service and assistance.
19. Be knowledgeable of the Voice of the Customer results, complying with the established improvement plans.
20. To report to relevant department for any damage / out of order.
21. To respect all hotel property and to minimize wastage.
22. Comply with the attributes, standards and manuals applicable to their department
23. Report directly to Guest Experience Manager.
24. To maintain good working relationship with inter-related departments
25. Seeks opportunities to continually improve guest service.
26. Performs other duties assigned by the Superiors