Nhân Viên Tổng Đài

Mô tả công việc

1. Answer and manage all incoming and outgoing calls in a courteous, professional, and timely manner.
2. Process and coordinate guest requests (housekeeping, engineering, F&B, concierge, transportation, etc.) through the hotel system.
3. Record and monitor guest requests to ensure timely follow-up and completion.
4. Provide accurate information regarding hotel facilities, services, promotions, and local attractions.
5. Handle wake-up call services and ensure accuracy and punctuality.
6. Respond to guest inquiries, complaints, and emergency situations calmly and efficiently, escalating when necessary.
7. Maintain clear and effective communication with all hotel departments to ensure smooth operations.
8. Update and maintain guest profiles and request logs in the system.
9. Support emergency communication procedures in accordance with hotel policies.
10. Uphold brand standards and service excellence at all times.

Quyền lợi

1. Working 5.5 days per week.
2. Full salary and service charge provided during the probation period.
3. Competitive salary, with staff accommodation or transportation allowance provided.
4. Full benefits including insurance, annual leave, and holiday bonuses.
5. Relocation support and annual home visit benefits.
6. Annual Leave: 12 days of annual leave, with 1 additional day added each year.
7. Employee Birthday: one paid day off and birthday gift.

Yêu cầu ứng viên

1. Diploma or Bachelor’s degree in Hospitality Management, Tourism, or a related field is preferred.
2. Minimum 1–2 years of experience in Front Office, Guest Service, or Call Center within a hotel/resort environment.
3. Excellent communication skills in English (both spoken and written); additional languages are an advantage.
4. Strong telephone etiquette and customer service mindset.
5. Proficient in hotel systems (PMS, call management systems); Opera knowledge is an advantage.
6. Ability to multitask and remain calm under pressure.
7. Good teamwork skills and a positive, service-oriented attitude.
8. Willingness to work shifts, including weekends and public holidays.