Nhân viên dịch vụ khách hàng (Tiếng Anh, yêu cầu kinh nghiệm - 01 nam, 03 nữ)

- To treat guests as a host, including guests needing special attention, family, women and the disabled.

- To be willing to help guests.

- To prepare fruit baskets and other utilities in rooms upon special requests of guests.

- To save and regularly update profile information of guests, birthdays and anniversaries of guests.

- To ensure all guests are served immediately and politely.

- To guide guests to their room after checking in, introduce the conveniences of the hotel and other special service on the way to their rooms.

- To check with Front Office Supervisor about room status within the day, quickly meet guests’ requirements.

- To check all rooms arranged for VIPs and regular guests within the day when required.

- To provide guests with any information related to meetings, ticket service, general information of flights, buses, ferries and trains, special events in the city and activities of the hotel at the time. To show your regards to guests anywhere, anytime.

- Guest relation department must ensure to have good relationships and coordination with other departments in serving guests.

- To ensure all guests in the hotel, especially regular guests, receive all premium service and enjoy their satisfactory stay in the hotel.

- To meet and welcome regular guests and VIPs at their arrival. To check lists of VIPs, regular guests and all individuals coming within the day to plan for welcoming.

- To collate with confirmation to ensure all guest requirements are met.

- To ensure all complaints of guests during their stay are solved at the best and earliest.

- To greet all guests and visitors in a courteous and friendly manner i.e. always with a smile and using their name.

- To take personal interest and pride to ensure the Lobby is kept clean and in order at all time.

- To attend Fire / Emergency training program and ensure that the hotel and Governmental Fire and Emergency procedures are well understood and are being adhered to.

- To assist the Front Office Supervisor for supervisory related matters.

-To be aware of any events or activities, included inside the hotel and outside in the area, which can communicate to the guest.

-To maintain continuous contacts with Hotel guests to ensure the complaints, requests or suggestions are well handled in a courteous manner and efficient manner, refer it to superior when necessary.

- To coordinate with other departments in providing answers to guests’ inquiries in every aspect by fulfilling their requests and acting on their complaints.

- To receive input concerning guest satisfaction and takes action, where appropriate.

- To keep good appearance and well groomed, pleasant and positive attitude to guests as well as fellow employees and ready to offer assistance at all time.

- T0 be thoroughly aware of VIP and Repeated Guest arrival and departure of the day, and ensures that everything is pre- organized for these guests by inspecting the rooms, welcoming them, and escorting them to the designated room.

- To develope and maintain good relations with hotel guests.

- To ensure that departing guests have a positive impression of the hotel services and take appropriate action on comments received.

- To develop and maintain contacts with Tour Agents, Airlines, Restaurants, shopping centers, transportation system in town, able to provide the information of them to guests and the reservations required by any guest is made promptly.

- To have a completed product knowledge of the hotel, general lay out, food and beverages outlet, conference, banquet and recreation and entertainment facilities.

- To arrange tour bookings for hotel guests.

- To handle the matters concerned to airlines (booking tickets, change tickets, upgrade seats, confirmation...).

- To handle hotel confirmation, booking hotel for guests.

- To handle flower services or any special arrangement.

- To be constantly available in the lobby area and at the desk.

- To prepare and send the Check-out Letters to the departure guests on the flowing day.

- To attend departmental daily briefing, monthly meeting or any special meetings and training conducted by FOM/GSS.

- To be aware of Birthday or special day of guests ( honeymoon, anniversary, engagement...) to express hotel recognition.

- To be responsible for room allocation for regular, executives, VIP and groups by preparing the keys, folders, breakfast coupon, etc.

- To coordinate and assist in fire prevention, repair and maintenance.

- To coordinate with relevant departments to look after disabled guests.

- To support concierges in bell and transportation services.

- To assist guests in lossing personal documents such as passport, credit card, ...

- To handle guest extension visa.

- To have a complete understanding of the Front Office Policies and Procedures, Job Description, Hotel Employee Handbook, Hotel’s policy relating to fire, safety and health and to adhere to the regulations contained therein. Report any hazard to health or safety immediately to Front Office Manager or any other appropriate Department Head.

- To perform other related duties as assigned by the immediate superior which is not included in this job description.

Candidates will be provided with more job details during the interview.

- Support FOM, Duty Manager in instructing and supervising the FO operations.

- Ensure good customer service delivered to every individual at Lobby. Working mainly at Privilege Lounge for VIP/ ADV Member to do welcome, check - in, customer service, handling complaint

- Receive compliments with courtesy and keep track of complaints.

- Report all issues related to customer service in the book handed to manager.