Regent Service Manager/Quản Lý Tổng Đài

You oversee the daily operation of Regent Service Center, while making sure that the service level is prompt, efficient and exceeding guests expectations.
You drive guest satisfaction through professional response to the inquiries and requests handling.
Ensure that the team follows high standards of telephone etiquette and lives up to Regent brand standards, Service Behaviours and resort's and IHG policies.
You ensure that the team is knowledgable, acquires exceptionl communication, high technical and problem resolution skills. If occurred, handle guests issues with most care and professionalism.
As a heart of the resort, you deeply understand internal service procedures and operating connection between departments.
Working together with QCI manager, you analyse Regent Service logs, service request breakdown report in order to optimize service procedures and indicate areas of focus.
Be proficient in using softwares and equipments that include but are not limited to: the PABX system, Property Management System (Opera), FCS, IPTV , CRAVE, Symphony MICROS, radio walkie-talkie, Vinaphone messaging system, outlook email, etc. Provide trainings to team and ensure high level of technical skills are acquired by the them.
Handle Lost & Found incidents according to Regent policies and procedures. Coordinate with Security and related departments/colleagues to have proper records and reports related to L&F items.
Engage the team, build strong relationship with all resort departments and always ensure clear communication throughout all functions for efficient collaboration during operation.
Lead and develop the team by having regular check-in conversations, conducting trainings and involving the team members in driving resort goals.
Make sure that your team members are aware of their responsibilities, company and individual goals
Other tasks assigned by higher management.