Resort Host/Nhân viên chăm sóc Khách hàng

• Hạn nộp: 23/04/2024
• Mức lương: Thỏa thuận

Thông tin cơ bản

Mô tả công việc

Job Purpose/ Mục đích công việc

The main role of a resort host is to serve guest as personal assistant to guests, always anticipate guest’s needs rather than waiting to be asked. In addition to housekeeping, food and beverage service, the resort host requires to be well versed in personal care and valeting.

Primary Responsibilities/ Trách nhiệm chính

• Own an excellent hotel and local orientation
• Possess knowledge of local area information, hotel and facilities, spa products and F&B menu
• Be able to describe the villas and F&B outlets in a professional manner
• Create a record and keep themselves up to date on current activities in the hotel, city and country generally
• Create a network of useful contacts and be aware of hotel security and safety procedures
• Update and manage daily resort host work sheets. Assigned (with AFOM /FOM) and inspect each room prior to guests arrival.
  
• Creates a checklist for villa inspections. Log all faults and defects in villa resort host’s logbook and ensure rectification. Undertake final preparation of each villa prior to guest arrival. Have a working knowledge of the check-in procedure.
• Check in the guest and fully advise the benefits of the villa and of the resort.
• Handle guest’s messages. Have a working knowledge of the hotel guest history in Opera system
• Enter guest preferences in guest history Opera system. Use guest history and update accordingly
• Have an understanding of foreign currency exchange. Create and oversee airport / hotel entrance pick-up and drop off procedure. Handle air ticket reconfirmation
• Arrange VIP greeting and escorting service to airport in coordination with Concierge / airport team
• Have working knowledge of the in-room check out service. Create and oversee secure storage and tagging of luggage. Maintain or arrange security of luggage. Liaise as necessary with security staff
• Be aware of lost and found procedure. Create maintain a professional resort host / housekeeping emergency kit.
• By having guest relation skill, a resort host will demonstrate competency in
• Guests receive a warm and friendly welcome/farewell. Making his or her own personal introduction
• Guest names of all members of the family prior to their arrival. Personal attention rather than being “nobody”.
• Explaining to guests what services a resort host can offer. Greeting guests at the Lobby. Welcoming the guest to their villas advising of facilities. Addressing a guest. Addressing Loyalty and other VIP guests
• Using the correct phonetic alphabet of spelling. Dealing with guests in fast and accurate manner
• Arrange spa booking for guest. Conversing with guests, answering guests inquiries
• Handling guest complaints. Assisting in handling guests incoming faxes, mail, packages
•  Guiding the guest to achieve correct computer, email and internet access. Servicing the guest needs: immediate action. Understanding guest’s different cultures, moods and emotions.
• Checking guest satisfaction. Understanding and fulfilling the guest’s needs for security, confidentiality, privacy and privacy requested policy within hotel.
• A resort host service shall demonstrate competency in supervising & controlling housekeeping service:
• Offering unpacking service, packing service, handling clothes in a wardrobe, sorting and storing other clothes & items in villas. Return laundry and dry cleaning to wardrobe/closet, and where appropriate removing tags and pins.
• Polishing and cleaning shoes, return shoes in shoe bags or basket to guests suit and store them appropriately.
• Running a spa/bath, including knowledge of safety issues (Coordinate with spa center)
• Knowledge of housekeeping terminology, set up care of maid basket / trolley, hygienic handling of linen, room attendants daily procedure, cleaning rooms, moving the smell, dusting and cleaning bedrooms, stripping and making bed, cleaning bathrooms, vacuuming rooms, folding towels and set up, providing luxury turndown service.
  
• A resort host will also be required to extend special care service for the guests as follows
• Have and understanding of certain birthday, festival, weddings, special event etc.
• Providing flowers and arranging flowers, offer the service of gift wrapping guest’s purchases
• Deliver a guest special request, understanding and able to book and arrange services
• Knowledge of TV, cable, CD Player and DVD player operation, setting TV to particular channel in advance of guests arrivals
  
• Provides prior to arrival and meanwhile the stay all the benefits of Accor and its programs such as and not limited to : My Resort, My Glass …

Quyền lợi được hưởng

1. Salary and Allowances.

Full Salary & monthly Service Charge in probation period.

Support to relocation allowance by ranks.

Home Visit allowance.

2. Benefits

Supported housing staff with full amenities and entertainment area.

Support shuttle bus to Hotel.

Support for full meals during the work shift and day off.

Uniforms are provided according to Hotel standards.

International working environment, joining training courses according standard of AccorHotels.

3. Insurance policy/Chính sách bảo hiểm

Insurance according to the provisions of Labour law

Suncare Insurance according to the provisions of policy SunGroup

Yêu cầu công việc

Knowledge and Experience/ Kiến thức và kinh nghiệm

• Individuals possessing an enthusiastic, professional attitude with excellent organization, interpersonal communication and guest relations skills are well suited for occupations in the guest service industry. A working knowledge of basic hospitality management practices and customer service principles are helpful skills this position. A resort host is on their feet extended periods of time, physical fitness and stamina is beneficial, but not specifically required.

• 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.

• Promotes and applies teamwork skills at all times

• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance

• Polite, friendly, and helpful to guests, management and fellow employees

• Executes emergency procedures in accordance with hotel standards. Complies with required safety regulations and procedures

• Attends appropriate hotel meetings and training sessions

• Maintains cleanliness and excellent condition of equipment and work area

• Complies with hotel standards, policies and rules

• Recycles whenever possible

• Remains current with hotel information and changes

• Complies with hotel uniform and grooming standards

• Able to read and write English

• Proficient in the use of Microsoft Office and OPERA

Competencies/ Bằng cấp

• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

• 1 year experience in guest / customer service, or an equivalent combination of education and experience.

• Basic knowledge of all hotel operations

• Ability to perform basic math functions without the use of a calculator

• Excellent communication skills – oral and written in English and Vietnamese. A third language is preferable (Chinese, Korean, Japanese, …)

• Excellent guest service skills

• Ability to handle stress in a fast-paced work environment

• Ability to effectively deal with internal and external guests, some of whom will require levels of patience

• Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented

• Ability to work flexible schedule to include weekends and holidays

• Knowledge and comfort of computer programs

• Previous customer related experience an asset.

• Must possess a professional presentation and outstanding guest services skills and sophisticated verbal and communication skills.

• Strong interpersonal and problem solving abilities and highly responsible & reliable.

• Ability to work well under pressure in a fast-paced environment.

• Ability to focus attention on guest needs, remaining calm and courteous at all times.

• Previous customer related experience

Yêu cầu hồ sơ

If you are interested, please contact our Recruitment team via:

• Apply to via hoteljob.vn
• Submit CV to email: hb2r4-hr4@ accor.com ( please delete the space after the @ character)
• Tel: 091 763 5788 (Mr.Linh)

*Note that ONLY shortlisted candidates will be contacted.

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