Guest Relation Officer/Nhân viên quan hệ khách hàng (GRO)

Financial and Revenue Responsibilities

• Whenever get a chance, GRO have to up-sell the hotel product, as GRO will have more chance to chat with the guest, and at this point, GRO have to be professional to know the product knowledge in the hotel.

Training and Human Resources Management

• Good guest relationships skills needed.

• To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Hotel Metropole Hanoi staff handbook.

• Maintains and neat and tidy appearance at all times

• Follow strictly Sofitel Grooming Standard

• Be fully conversant with 3 Sofitel value, 5 keys of luxury and Brand Magnifiers

• Maintain a excellent relationship between all the members of the team

Guest Service Responsibilities

• During her duty GRO is expected to act as a hotel representative to welcome and fare well all customers, to keep standard in terms of appearance, attitude, smile & guest relationships.

• GRO has a key responsibility in Guest satisfaction

• The GRO is responsible to do the candle ritual in the evening

• Ensure that; whenever possible, guest receive personal recognition.

Operation

• Effective communication to solve guest’s issue immediately or in shortest delay.

• GRO should standby at all times in the Metropole and Opera lobby in designed position

• The GROs stand by at the main entrances always bring the GRO arrival list to check guest name to escort the guests right away to their room in MW Reception, OW Reception or Club Reception for registration.

• For all Guests (except Club floor guest) expected to arrive with a limousine booking, the GRO will welcome him at the hotel front door by name in order to personalize the service.

• The GRO is pro-active in assisting the guests in the lobby as needed as long as she can handle the request directly. If not, the GRO will escort the guest to the counter concerned & ensure that the guest is satisfied with the service provided.

• To contact Guest Relation Manager/ Supervisor every time that facing a difficult situation

• Review current arrivals list and are familiar with it on a daily basis.

• Promotes hotels facilities whenever possible and is familiar with city and local information.

• Assist in the handling of guest complaints ensuring they are referred to Duty Manager and that follow up action occurs.

• Escorting guest to the room, introducing them their booking benefits and hotel facilities

• Do the candle ritual every afternoon

• GRO is in charge of the tidiness and cleanliness of the lobbies during all her duty

Miscellaneous

• All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.

• All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

To be fully conversant with:

• Hotel fire procedures

• Hotel security procedures

• Hotel Health and Safety policy and procedures

• Hotel Facilities and attractions

• Hotel standards of operation and departmental procedures

• Sofitel Keys of Luxury and Appearance guidelines

• Sofitel “BE Magnifique” vision and its corresponding strategies

• Methods of accepted payment of the company

• Short and long term company marketing promotions

Talent development through learning programs by Academy Accor.

Opportunity to grow within the property, the company and across the world!

Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.

• Solid foundation on client handling & business development

• Excellent communication and interpersonal skills

• Strong in Microsoft Office suite

• Fluent in English and Vietnamese (spoken& written)