Guest Service Line Agent/Nhân Viên Trực Tổng Đài

The role focuses on providing exceptional guest services, handling communications, ensuring thorough knowledge of hotel operations, and maintaining professionalism in all interactions. Key responsibilities involve call handling, guest assistance, complaint resolution, and promoting hotel services while adhering to company standards.

Detailed Responsibilities

Guest Services and Interaction

• Deliver high-quality service and fulfill guest needs and reasonable requests.
• Build rapport with VIPs, Melia Rewards members, regular, and long-staying guests for personalized assistance.
• Promote hotel products and services during guest interactions.
• Handle complaints over the phone and escalate complex issues to guest services.
• Adhere to confidentiality and professional behavior at all times.

Communication Management

• Answer incoming and outgoing calls courteously and connect them accurately.
• Respond to guest inquiries, follow up on requests, and resolve issues.
• Take room service orders and be knowledgeable about the menu.
• Handle long-distance call bookings and wake-up calls, taking action if a call is missed.
• Monitor suspicious calls and escalate them appropriately.

Operational Knowledge and Awareness

• Maintain detailed knowledge of the hotel, including services, facilities, hours of operation, and daily events.
• Be familiar with emergency procedures (fire alarms, evacuation, bomb threats, etc.) and act accordingly.

Workplace Standards

• Ensure the working area is clean and tidy.
• Be well-groomed and adhere to hygiene standards in line with the employee handbook.
• Handle the "Service Center" promptly and ensure guest satisfaction in all requests.

Additional Duties

• Seek opportunities to enhance guest services continuously.
• Perform other tasks assigned by the supervisor.