Senior Supervisor Reservation & Communication Agent Capella Hanoi Hotel

- Ensures consistent delivery of personalised service when answering all incoming and outgoing calls with proper telephone etiquette and a calm demeanor.
- Be confident in answering questions regarding hotel’s offerings, guest room features and emergency protocols.
- Be the champion of the hotel’s offerings and local city’s culture and heritage by providing Concierge service including but not limiting to recommending and arranging reservations for dining, attractions and Capella Curates.
- Assists in transferring inter-department and guest calls efficiently and accurately to ensure a smooth communication. Periodically update directory to ensure accurate information.
- Receives and log messages for guests and colleagues under the appropriate system and ensure timely delivery of message to them.
- Logs and organise wake-up call requests under the appropriate system and provide timely wake-up call service. Coordinate with the relevant department for special requests.
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Effectively communicate with all departments for guest requests and ensures that proper recording of requests are logged in the appropriate system (e.g. KnowCross).

- More than 3 years of experience working in a related position at 3 & 4 star hotel resorts or more.
- Good leadership and team management skills
- Ability to communicate, train, solve problems, handle situations quickly
- Work pressure