Travel Consultant

Achieve monthly & annual sales turnover • Assist clients in finding travel package deals for their needs, included but not limited to land services, accommodation, transfers, air travel, rail tickets, car rentals, travel insurance. • Provide competitive but profitable trips assuring that quality of tours is consistently of a high standard. • Ensure a minimum of 50% of all enquiries are converted into bookings by quick, detailed and accurate response to enquiries. • Focus on up-selling to increase revenue • Record all enquiries and bookings Customer Service • Secure new client sales and retention through high level of customer service • Maintain the level of customer service consistent with the positioning of Vietnam In- destination Sales • Stay educated on domestic tourism information • Provide alternatives for customer travel • Inform clearly all customers of terms, conditions and cancellation policy for each booking • Handle customer complaints with diplomacy and refer to the Manager whenever necessary • Maintain an excellent personal professional presentation: uniform, air tied, light make up. Office administration • Carry out tasks as delegated by Manager – Housekeeping, cleaning, cash handling, computer systems maintenance, ordering suppliers, paying accounts, monitor functioning of equipment and report issues immediately. Operations • Book hotels, visas and flights linked to the current booking and ensure all other services are confirmed. • Make all reservations using the BRS Accounting • Check daily amount of cash and credit card payments and report to Direct Sales Manager and accountant

Guest Service Center Agent

1. Receive all incoming calls in a standard, courteous and friendly manner, responsible for accurate connection. 2. Answer all calls in the manner specified by the standard of Le Meridien Saigon on a consistent basis. 3. Answer guest’s inquires over the phone and follow up personally to resolve guest request. 4. Rotating job responsibilities in other sections of the Front Office Department. 5. Responsible for booking and placing of guest long distance calls correctly 6. Responsible for placing of guests’ wake-up calls accurately and timely 7. Perform personalized wakeup call efficiently and consistently. 8. Responsible for monitoring wake-up call log and take appropriate action if a call is not answered. 9. Responsible for paging of hotel personnel correctly when required. 10. Have thorough knowledge of and assists guests and callers with the hotels Voice Mail system. 11. Contribute to overall efficiency by performing other relevant duties as assigned. 12. Report fault promptly. 13. Have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests’ questions. 14. Have thorough knowledge of daily events in the hotel. 15. Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc… 16. Ensure that the working area is kept clean and tidy at all times. 17. Cultivate good working relationships with inter-related departments 18. Identity VIP, SPG, regular guests and long staying guests and build rapport to offer personalized service and assistance 19. Handle “Guest Service Center” promptly and follow up that all requests have been responded to the guest’s full satisfaction 20. Undertake assignments as delegated by supervisors 21. Seek opportunities to continually improve guest service 22. Take appropriate action to resolve guest complaints 23. Promote the hotel and Le Meridien Saigon products and services 24. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 25. Adhere to the hotel’s security and emergency policies and procedures 26. Ensure a high level of cleanliness is maintained in your work area 27. Abide by the STAR services standard. 28. Abide by the Hotel’s Policies and Procedures, Starwood and Le Meridien Saigon Code of Business Conduct and the hotel’s Associate Handbook. 29. To summarize, it is not the intent by way of this Position Description to limit the scope or responsibilities of this role, but to highlight the most important aspects.

Concierge Bellman