Operator Supervisor / Giám sát Tổng đài

Job Summary
The Operator Supervisor is responsible for supervising the daily operation of the operator team, ensuring that all internal and external calls are handled promptly, professionally, and in accordance with hotel standards. This role plays an important part in maintaining smooth communication between guests, departments, and management, while delivering efficient and courteous guest service.
Key Responsibilities

Conduct daily briefings and ensure proper handover between shifts.
Prepare weekly schedules, timesheets, store requisitions, and maintain stock levels for the department.
Keep updated on daily hotel activities, events, room types, restaurant operating hours, facilities, and other guest- related information.
Ensure the working area is clean, tidy, and organized at all times.
Coordinate communication within the hotel, especially during urgent or emergency situations.
Maintain proper records of calls, messages, faxes, logbooks, and other communication- related information.
Monitor operator equipment and report any technical issues to the relevant department for follow- up.
Perform other duties as assigned by the management.
Ensure all team members follow grooming standards, service standards, and hotel policies.
Ensure team members complete daily logbooks and follow up on pending matters.
Handle guest and internal requests with professionalism, care, and confidentiality.
Be aware of the availability and contact details of hotel management when required.
Ensure all internal and external calls are answered, handled, and transferred in a professional, timely, and accurate manner.
Supervise the daily operation of the Operator team and support Front Office administration tasks.
Support training for team members and maintain training records when required.

Good communication skills with a clear and professional speaking manner.
Able to work in shifts, weekends, and public holidays according to hotel operations.
Strong sense of responsibility, confidentiality, and service mindset.
Good command of English; additional languages are an advantage.
Good organizational and coordination skills.
Supervisory or team coordination experience is preferred.
Good knowledge of hotel operations, Front Office procedures, and guest service standards.
Ability to handle calls, guest requests, and urgent situations calmly and efficiently.
Previous experience as an Operator, Guest Service Agent, Front Office Agent, or in a similar role in hotel/resort operations.
Professional appearance and positive working attitude.

Duty meals provided during working shifts.
02- month probation period with 100% basic salary.
During probation, 50% of monthly service charge will be granted; the remaining amount will be paid after successful completion of probation and official contract signing, in accordance with Company policy.
Petrol allowance for employees living in Cam Lâm/Cam Ranh, according to Company policy.
Competitive monthly service charge according to the Company’s policy.
Training and career development opportunities in an international hotel environment.
Competitive salary and benefits based on experience and capability.
Professional working environment at Mövenpick Resort Cam Ranh, part of Accor.
Uniform and laundry service provided according to hotel standards.
Social Insurance contribution based on 100% of agreed salary after probation.
Staff bus support from Nha Trang.

Cập nhật gần nhất lúc: 2026-07-06 18:20:03