Guest Relation Manager

Hoiana Hotels

Quy mô :

Phòng Nhân Sự +84 (0) 235 626 3333 – Ext: 586075 Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam

Theo dõi Nhà tuyển dụng này

Mô tả công việc

  • Proactively build and develop communities where knowledge is shared and that promotes diversity and connections. Initiates and maintains effective communication between the Front Office department and all other departments.
  • Building a connected community. Work together with the section manager to improve guest experience, quality and standard of services, the profitability of the hotel and the general working environment for the associates.
  • Is engine for creativity & innovation, foster collaboration, inspiration and entrepreneurship.
  • Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
  • Develop performance and quality standards for operations and drive the service quality of the department.
  • Assist The Front Office Manager to supervise and administrate Commons Relation operations with policies and procedures.
  • Supervises, guides, disciplines and evaluates associate performance; feedback to Assistant Front Office Manager regularly.
  • Offer assistance to all sections in The Commons and supervise The Commons activities when the traffic is busy.
  • Maximise presence in the Commons and ensures that all associates of The Commons deliver the promise and provide exceptional guest service and experience at all times.
  • Acquaint with room categories, F&B outlets and all kind of facilities that provide in the hotel and resorts.
  • Proactively prepare and review VIP, special attention guests, groups and delegations to anticipate and exceed guests expectation and actively act on ‘relationship hospitality’ based on Rosewood vision, including hand-written welcome cards.
  • Attend daily briefing / debriefing and any monthly meeting on time.
  • Handle guest’s complaint and special request tactfully, record down in internal log book and copy to the department concerned for necessary action taken.
  • Maintain the cleanliness of public areas and guest behavior and take the corrective actions if necessary.
  • Inspect rooms assigned to VIP, special attention and regular guests and make sure those rooms are in good condition with amenities prior to guests arrival.
  • Meet & greets and checks-in VIPs, special attention guests and Long Stay guests.
  • Review all folios for VIP, special attention and regular guests prior their departure as to avoid any irregular item was posted.
  • Ensure the appropriate room assignment was given to the VIP, special attention and regular guests.
  • Ensures that all associates of The Commons are familiar with the hotel’s products and services and are aware of current promotions, policies and other important information.
  • Implements guest recognition programmes and maintains a relevant guest history database. Ensures that guest history records are accurately maintained, and all repeat guests are pre-registered.
  • Handles all guest and internal customers’ complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
  • Maintains positive guest and colleague interactions with good working relationships.
  • Action on ‘relationship hospitality’; personally and frequently verifies that guests are receiving the best possible service during check-in and checkout.
  • To assist Reservation and Front Office Manager in controlling reservation correspondence, guest history and assignment of rooms/suite for the upcoming days.
  • Ensures that The Commons are clean, tidy and well stocked with updated reading materials.
  • Ensure the tracking system in place to capture the guest preferences.
  • Ensure guest preferences are actively implemented and integrated in guest experience journey.
  • Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.
  • Open to new initiatives which can enhance the guest experience.
  • Escort and connect with VIP, special attention and regular guests upon arrival and liaise with them by using KHOS technology until their departure.
  • Design, prepare and deliver guest experience before, during and after stay.
  • Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

Quyền lợi được hưởng

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

Yêu cầu công việc

  • Excellent interpersonal and communication skills, eagerly connect with everything and everyone
  • Strong problem-solving, seize opportunities to synergize; analytical and negotiation skills
  • Good communication skill in English verbal, listening and writing
  • Minimum of 2-3 years managerial experience in hotel front office operations

Yêu cầu hồ sơ

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Guest Relation Manager

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Guest Relation Manager 29/10/2020 Thỏa thuận





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Hoiana Hotels

Địa chỉ: Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam

Điện thoại: +84 (0) 235 626 3333 – Ext: 586079