Instant Service Agent InterContinental Hanoi Westlake

- Process all incoming and outgoing calls accurately and courteously
- Records and controls accurately wake up calls
- Pages guests in co-operation with concerned departments
- Records all entries on traffic sheets
- Assists guests with international calls and directory queries
- Calls guests by name whenever possible
- Pages staff member when requested
- Abides by principles of guest privacy
- Handles guests needs or requests and reports complaints to the Telephone Supervisor
- Report on logbook daily
- Bill call costs
- Aware of local telephone listings and frequently dialed numbers
- Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
- Advises defects on switchboard equipment to Supervisor
- Maintains a clean work environment
- Attends to all guest queries and requests promptly
- Maintains detailed knowledge of the Hotel’s fire, life and safety system

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Able to read and write English
- Proficient in the use of Front Office System
- High School or Vocational Certificate in Business Management, Business Study or equivalent
- 1 year experience in customer service or switchboard operator.