Primary Responsibilities
Check traces, logbook and take note for any pending task to follow up and monitor until it’s done.
Follow up with all due out villa especially back to back villa to take appropriate actions accordingly.
Monitoring the monthly roster and medical leaves closely and offer counselling if necessary.
Handling all task related to Handigo system, read and reply to all message on the app for internal as well as external guest.
Actively record all guest’s preference, issues, experience which can be shared internally in PMS and externally via ACDC. Helping our resort and other Accor properties in order to create Sparkles for our guests.
Maintain an extensive knowledge about villa allocation and resort facilities and can support with any operational departments.
Ensure all arriving and in house guests preferences are uploaded daily on guest profile note and ACDC.
Assists bell service with the supervision of luggage delivery and pick- up, ensuring that multiple tasks are performed and departmental standards are followed.
Ensure greeting standard and service standard are meet to LQA standard and guideline, In any circumstances, Central Intelligence Supervisor will strictly follow the telephone standard established by talking with a friendly tone of voice, keeping high level of respect and having a positive attitude toward work.
Be attentive to respect the privacy/confidentiality of the information, guest name. He/she will ensure not to transmit any guest name, or guest history information in any form of communication.
Assists guests in placing telephone calls as and when necessary.
Be responsible for updating latest telephone /contact number of every department.
Be a role model to ensure a good relationship between Central Intelligence and another department in the resort especially with Housekeeping and Engineering in term of communication as “ We are one”.
Coordinate with service team to make sure all luggage issue and buggy are met guest expectation.
Be a Central Intelligence champion to lead Central Intelligence concept with ACDC, Handigo, Sara, provide and update pre- arrival information to the service team. Assign rooms and make sure room assignment must be done 3 days in advance according to guest’s reference.
Control and monitor work on Sara system, be a work control central for all departments in the resort.
Daily check and ensure all TV channel are worked properly, immediately inform IT for any issue which might need assistance.
Ensure that enough associates are available to serve the calls and handle Central Intelligence tasks.
Kiểm soát và kiểm tra tất cả các kênh bộ đàm ngay đầu ca để đảm bảo vận hành suôn sẻ trong ca làm việc.
Ensure the proper maintenance, repair and the use of telecommunication equipment in the resort and its facilities.
Monitor the villa assignment to meet with guest’s preference and communicate with Housekeeping and Engineering to make sure the assigned villa is up to guest’s expectation.
Takes on other tasks in addition of the ones stated, in a reasonable framework.
Central Intelligence Supervisor must ensure that the information board in Central Intelligence room are daily updated and correct information at all times. Central Intelligence room must be kept tidy and clean status.
Monitor and test all wakie- talkie channel at the beginning of the shift to make sure a smooth operation.
Check all arrival villa, especially early arrival, VIP villa and coordinate with HK and other departments to make sure guest villa are available before guest arrival.
Coaching, counsels, disciplines and motivates associates.
Familiar with all IVD menu items, ingredients and preparation time and ensures that all CI members is equally knowledgeable.
Carries out any other reasonable duties and responsibilities as assigned.
Models the company’s culture, vision, mission and core values at all times.
Daily meeting and share information in Central Intelligence meeting together all department representative and FO Managers to contribute and enhance guests experience.
Conduct training for new associates, be a buddy for them in order to meet department training target and strengthen the team.
Test and make sure the telephone system as well as waiting tone are worked properly.
Providing wake- up call service as well as training Central Intelligence staff on how to provide it properly to all guest.
Is familiar with all resort services and provides this information to all members.
Be acutely aware of all fire and emergency procedure.
Update all information from ACDC to profile note in Opera PMS and extract ADCD report 4 day prior to arrival to communicate with other departments during Central Intelligence daily meeting.
Be attentive to all the guests’ requests, making sure that the guests will have a satisfaction for the service provided. He/she will ensure to transfer the call to the right person and introduce the person on line before hanging up. And must remember all the telephone extensions of the hotel in order to be more efficient and accurately.
Kiểm tra trace, nhật ký giao việc và ghi lại các công việc còn dang dở để thực hiện, đảm bảo không bỏ xót đầu việc nào.
Investigate complaint regarding Central Intelligence and take appropriate action to resolve the dissatisfaction.
