Melia Connect Manager

  • Mức lương: Thỏa thuận

  • Thời hạn: Đã hết hạn

Ứng tuyển qua APP

• Be responsible for the operation of Melia Connect centre • Ensure prompt, polite and accurate handling of all telephone calls and messages • Be completely familiar with the hotel’s telephone system and related functions, i.e. voice mail, call logging etc. • Ensure that staff adhere to the hotel’s policies and procedures when carrying out their duties

Địa điểm làm việc:

Hà Nội, Hoàn Kiếm, Hà Nội - (Hà Nội)

Ngành nghề:

Yêu cầu về bằng cấp (tối thiểu):

Đại Học

Tính chất công việc:

Toàn thời gian

Yêu cầu kinh nghiệm:

3 - 5 năm

Mô tả công việc:

• Be responsible for the operation of Melia Connect centre
• Ensure prompt, polite and accurate handling of all telephone calls and messages
• Be completely familiar with the hotel’s telephone system and related functions, i.e. voice mail, call logging etc.
• Ensure that staff adhere to the hotel’s policies and procedures when carrying out their duties
• Ensure that the working area is kept clean and tidy at all times
• Identify VIP, regular guest and long staying guest, thus build rapport to offer personalized service and assistance
• Responsible for prompt and accurate handling of guest’s wake up calls
• Handling of guest and internal messages
• Set up systems to capture guest feedback and present this to the Guest Experience Manager on a regular basis
• Assess work operations and prepare plans to implement change when required
• Prepare staff rosters to meet business demands
• Assist with the development of new products and services
• Discipline staff, when applicable
• Determine and plan for future staffing needs
• Facilitate multi-skilling
• Maintain up-to-date staff records
• Manage staff training and development
• Implement staff performance appraisals
• Carry out exit interviews
• Provide ongoing advice and support to staff under the supervision
• Manage the delivery of high quality service to guests
• Ensure guest needs and reasonable requests are met
• Seek opportunities to continually improve guest service
• Take appropriate action to resolve guest complaints
• Achieve the budgeted targets for Guest Satisfaction
• Keep expenses within the budgeted amounts for the section
• Promote and sell the hotel and MHI’s products and services using up-selling and suggestive selling techniques
• Adhere to the hotel’s security and emergency policies and procedures
• Log security incidents and accidents in accordance with hotel requirements
• Prepare and conduct meeting and group presentations to keep staff/ management/ other parties informed of hotel operations and other relevant issues
• Demonstrate professional attitude and behaviour at all times
• Ensure all reporting and servicing deadlines are met on a timely basis
• Abide by MHI Guest Service Standard
• Carry out other tasks as directed by Guest Experience Manager

Yêu cầu công việc:

University degree in hospitality or related subjects preferred
Vietnamese - Excellent level, written & spoken
English - Good level, written & spoken
Min. 3 years working experience required in Call Centre operations in supervisory position

Quyền lợi được hưởng:

- Attractive salary + service charge
- Great training course
- Professional and friendly working environment
- Participate in company's team- building activities
- Annual Health checkup + Insurance
*Lương và thưởng hấp dẫn
*Đào tạo theo tiêu chuẩn của tập đoàn và khách sạn
*Môi trường làm việc chuyên nghiệp và thân thiện
*Khám sức khỏe định kỳ và các chế độ bảo hiểm
*Các phúc lợi khá

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