Regent Service Manager - Quản Lý Tổng Đài

You drive guest satisfaction through professional response to the inquiries and requests handling.
Make sure that your team members are aware of their responsibilities, company and individual goals
Working together with QCI manager, you analyse Regent Service logs, service request breakdown report in order to optimize service procedures and indicate areas of focus.
Handle Lost & Found incidents according to Regent policies and procedures. Coordinate with Security and related departments/colleagues to have proper records and reports related to L&F items.
Ensure that the team follows high standards of telephone etiquette and lives up to Regent brand standards, Service Behaviours and resort’s and IHG policies.
Lead and develop the team by having regular check- in conversations, conducting trainings and involving the team members in driving resort goals.
Engage the team, build strong relationship with all resort departments and always ensure clear communication throughout all functions for efficient collaboration during operation.
You oversee the daily operation of Regent Service Center, while making sure that the service level is prompt, efficient and exceeding guests expectations.
Be proficient in using softwares and equipments that include but are not limited to: the PABX system, Property Management System (Opera), FCS, IPTV , CRAVE, Symphony MICROS, radio walkie- talkie, Vinaphone messaging system, outlook email, etc. Provide trainings to team and ensure high level of technical skills are acquired by the them.
You ensure that the team is knowledgable, acquires exceptionl communication, high technical and problem resolution skills. If occurred, handle guests issues with most care and professionalism.
Other tasks assigned by higher management.
As a heart of the resort, you deeply understand internal service procedures and operating connection between departments.

​Excellent in English
​3- 5 years’ experience in front office/operations/customer service, or an equivalent combination of education and experience.
​Proficient in the use of Microsoft Office and Front Office 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
​Ability to speak third language is a privilege​
​Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent.

15 annual leave, 2 days off per week
Healthcare insurance for personnel from the start date and for the family after working 1 years
Appealing remuneration including service charge as revenue (100% salary and service charge during probation period)
International working environment
Accommodation, uniforms, transportation, and meals are provided
Home leave allowance
Relocation, repatriation allowance
Insurance as labor law
7 accident insurance
Language Allowance
Other benefits

Cập nhật gần nhất lúc: 2025-10-18 15:10:02