Guest Relation Supervisor - Trưởng nhóm quan hệ khách hàng

- Supervise and remind staff to pay attention to guests, dedicated guest care from guests arrival until guests leave the hotel.

- Supervising staff to ensure compliance with hotel policies, standards and procedures.

- Check the logbook to timely handle guest information.

- Review guest lists, check room arrangements and special guest requests.

- Assigning staff to organize Limousine check-in.

- Check all VIP rooms before guests come, professional VIP guests.

- Prepare a letter to welcome VIPs, long-term guests, regular guests

- Directly guide VIPs to the room and carry out procedures for registering VIPs in the room quickly and efficiently.

- Pay attention to guests' birthdays, honeymooners, wedding anniversaries to give special attention and care to guests.

- Monitoring the implementation of Courtesy Call daily to ensure that all requests and complaints of customers are handled promptly.

- Subscribe to the letter of thanks every day, update the comments of guests.

- Resolve the requests and complaints of guests within the permitted authority, if beyond the handling competence, they must report to the Department Manager.

- Every week, review the summary of guest comments, analyze the causes of complaints and find solutions to overcome.

- Building and maintaining good relationships with customers and departments to meet customer requirements beyond expectations.

- Collaborate with Security to ensure the safety of guests, in person to solve problems related to the loss of guests' property.

- Regularly updated the latest information on products and services of the hotel to disseminate to the staff.

- Master the information, events, special programs of the hotel to provide guests.

- Help the Department in charge of establishing standards and operating procedures.

- Training on skills and skills for employees.

- Evaluate the results of work completion of employees monthly.

- Report immediately to the Division Manager issues arising during the shift.

- Perform other duties, as assigned.

_ Competitive salary and package

_ Service charge

_ Professional working environment

- University graduate or higher major in tourism management, business administration, foreign languages ​​...

- At least 3 years experience working as a receptionist or guest relation at 4-5-star hotels.

- Understanding the psychology of customers.

- Knowledge of diplomacy.

- Understanding of social aspects in life, history, tourist attractions.

- Master the accommodation rules.

- English TOEIC or IELTS or equivalent, preferably more foreign languages.

- Fluency in office computer and other software.

- Negotiating skills, training skills, good communication skills.

- Having a good memory, active and flexible.