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Guest Relation Manager

  • Hạn nộp: 29/10/2020
  • Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
1
Nơi làm việc
Huyện Duy Xuyên - Quảng Nam
Giờ làm việc
Làm theo ca
Vị trí
N/A
Cập nhật
26/10/2020 08:27

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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Sắp xếp đánh giá:

  • Quy mô:
  • Tay Son Tay Hamlet, Duy Hai Commune, Duy Xuyen District, Quang Nam Province, Vietnam
  • http://career.hoiana.com/
  • Situated in Quang Nam Province about one hour’s drive from Danang, Hoiana Hotels offers fantastic opportunities and attractive packages for professionals at every level across four hotel brands: Rosewood Hoi An Showcasing an exquisite sense of place, ultra-luxury Rosewood Hoiana features beautifully designed and appointed guestrooms and villas, superb wellness and recreational facilities, and memorable dining experiences. KHOS Hoiana Sleek, stylish and elegant, KHOS Hoiana blends connectivity and social gathering in contemporary living and event spaces with stunning sea views. New World Hoiana Hotel & Residences New World Hoiana Hotel & Residences offers supremely comfortable rooms and suites, state-of-the-art facilities and unforgettably warm and genuine service. Hoiana Hotel & Suites Premium in every aspect, our all-suite accommodations offer ocean views, creating restful, indulgent stays that pair perfectly with exciting resort entertainment. Take the next step in your career and be part of Vietnam’s most vibrant beachfront destination!

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