Operator/ Nhân Viên Trực Tổng Đài

1. Position Summary

The Operator is responsible for handling all incoming and outgoing calls, responding to guest requests, coordinating with internal departments, and ensuring accurate communication throughout the hotel. The Operator acts as the central communication hub to support smooth guest service operations and maintain a high level of guest satisfaction.

The role requires exceptional telephone etiquette, active listening skills, accuracy in logging requests, and the ability to follow up promptly and professionally.

2. Key Responsibilities

A. Guest Communication & Call Handling

• Answer all internal and external calls promptly, courteously, and professionally.
• Provide accurate information about hotel facilities, services, promotions, and local attractions.
• Handle wake-up calls, message taking, and call transfers efficiently.
• Assist guests in a friendly manner, ensuring clarity and empathy in every interaction.
• Maintain a calm and pleasant tone at all times, even during high call volume.

B. Request Coordination & Follow-Up

• Log all guest requests accurately into the system (Opera).
• Dispatch requests to the appropriate departments (Housekeeping, Engineering, F&B…) and ensure timely completion.
• Follow up on pending tasks and update logs until resolution is confirmed.
• Coordinate urgent or emergency calls, informing Duty Manager and relevant departments immediately.

C. Information Management

• Stay updated on hotel events, VIP arrivals, functions, and daily activities.
• Monitor local news, weather, and city events to support guest inquiries.
• Maintain and update guest history, preferences, and internal databases.
• Manage filing systems and ensure accurate record-keeping for all communication and reports.

D. Complaint Handling

• Listen actively and empathetically to guest concerns raised via phone.
• Provide immediate assistance and escalate issues to supervisors when necessary.
• Prepare complaint summaries and communicate to the Guest Service Centre Supervisor for follow-up.

E. Operational Support

• Ensure all call center equipment and communication systems are functioning; report defects.
• Oversee telephone directory updates, internal extension lists, and information boards.
• Attend departmental briefings and training sessions.
• Strictly follow Mövenpick/Accor standards, safety protocols, and quality assurance procedures.
• Assist other Front Office sections when required.

• Diploma or certificate in Hospitality/Tourism/Business or related fields (preferred).
• Previous experience in Front Office, Call Center, or Guest Service is an advantage.
• Excellent telephone etiquette and communication skills.
• Strong customer service orientation with empathy and patience.
• Good English communication; additional languages are a plus.
• Clear speaking voice, friendly tone, and professional demeanor.