Guest Relation Officer tại Swandor Hotels & Resorts - Cam Ranh

11/2022 → 10/2023 (10 tháng)

Cam Ranh, Vietnam

- Welcome guests during check-in, providing full information about all hotel services during check in and giving a found farewell to guest while checkout. - Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest. - Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner. - Providing information regarding town attractions, activities etc. - Handling guest complaints and concerns in an efficient and timely manner and providing excellent customer service as per hotel standards. - Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate - Operating in Sedna System - creating tasks (traces) for departments to satisfy guests needs ASAP. Control traces are closing efficiently. - Post Room service orders via POS systems, posting sales of hotel services to Sedna as well as providing paper bill to the guests. - Fully comprehend and operate in Sedna – reservation, inhouse, arrivals, departures, changing room plans, room status, forecast etc. - Co-ordinate with all departments of the hotel in order to provide customer service. Maintain good communication and work relationships in all hotel areas- Comply with hotel security, fire regulations and all health and safety legislation. - Answer incoming customer phone calls and take appropriate action for each call. - Run Monthly Reports – Staff bonus report, GR report (that includes monthly hotel social media results on base of the guests reviews, comments, collected surveys). Provide reports to GR manager every 1st day of the month. - Follow up all Social Media web pages of Hotel (Top Hotels, Tripadvisor, Holiday Check, Booking, Agoda, Expedia, Google, VK) comments about hotel and reply to every question and comment, providing 24 hours support to all customers. - Run Call Center Report, Social Media Report, Questionnaire Fort Report