Guest Experience Officer - Korean/Chinese

• Bears a full & comprehensive knowledge of the Hotel, including all departments, services & outlets.

• Ensures personalized service is offered to guests during their stay. Identifies & anticipate guest needs.

• Maintains a high level of communication & feedback within the department.

• Abides with all policies & procedures as stated in the Guest Experience’s SOP manual.

• Reports for duty punctually & in accordance to the issued department duty

• Adheres at all times to the Hotel Grooming & Uniform Standards.

• Provide food and beverage service in the executive club lounge with the ability to handle plate, hand carried service

• Reports guest complaints, requests and inquiries to Guest Experience Supervisor

• Reports any unusual occurrences or requests to the manager or assistant manager.

• Participates in the orientation, meeting, and training process of all colleagues assigned to Executive Club Lounge

• Possess working knowledge of the Hotel Operating System (Opera)

• Bears full understanding & knowledge of all in suite services, technology, amenities, functions & systems.

• Carries out pre-arrival interviews

• Ensures that all procedures & responsibilities relating to the Greeting/Arrival procedures are adhered to.

• Assists & co-ordinates all in suite guest needs & requirements.

• Co-ordinates Laundry & Pressing collection & delivery

• Reports any suite maintenance requirement according to standard procedures.

• Coordinate delivery of all amenities &/ or gifts.

• Coordinates delivery of preferred newspapers & magazine to all suites.

• Ensures that all glassware, chinaware, and cutlery in the suite are cleaned, free of stains and presented as per standard.

• Sets-up any bottle of complimentary drink as per standard. Provides Tea, Coffee and Beverage service to all suites.

• Ensures a daily replenishment of good quality fruits, eventually, according to guests’ preferences.

• Ensures that the flowers are always fresh and displayed in fresh water.

• Ensures that guest supplies are replenished and displayed as per standard.

• Provides personalized guest service (Luggage packing and unpacking, Shoe polishing, laundry collecting and delivery…)

• Builds a rapport with all allocated guests and maintains interactions in order to facilitate guest recognition and obtain information regarding their preferences for guest history.

• Provides a continual source of information, help and assistance to all guests.

• Ability to provide full itineraries of entire stay, with updates daily on turndown

• Facilitate guest departure, coordinating between Reception and guest to gain final approval and payment.

• Updates and maintains all guest history / profile

• To maintain amicable and co-operative working relations with other departments

• To attend any courses Management may deem beneficial

• Carry out other duties, directed by Management. Understands that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.

• Performs other additional duties and special projects at the direction of Guest Experience Supervisor

• Insurance
• Training & Development
• Accommodation - Hoiana Staff Village
• Annual leave
• Heath checkup
• Employee shuttle bus service
• Uniform

• Excellent verbal, interpersonal &communication skills

• Knowledge of computers including Microsoft Office products & PMS (Opera & Micros preferred)

• A minimum of two years prior experience in related hospitality fields is necessary

• Must be willing to work varied hours, including nights, weekends, holidays and split shifts (according to the needs of the guests).

• Excellent command of English and Vietnamese (spoken and written) is essential