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Instant Service Agent

Apply by 1 March 2020

Please contact Human Resources and Recruitment team at +84 3275 3463 or email



  • Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.



  • 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
  • Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
  • Maintain Hotel Information



Required skills

  • 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 Microsoft Office and Front Office System



  • High School or Vocational Certificate in Business Management, Business Study or equivalent



  • 1 year experience in customer service or switchboard operator 

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