Assistant Guest Relation Manager (Trợ lý Quản lý Chăm sóc khách hàng)

• Take care of all VIP guests and coordinate with all concerned departments to fulfill guest needs and requests.
• Keeps concerned departments informed about the guest allergies and food preferences.
• Update guest preference, likes and dislikes on to the guest profile section on PMS.
• Follows all the guest needs until they are completed to the total guest satisfaction.
• Welcomes the VIP guest.
• Serves welcome drinks and escorts the guests to his / her room.
• Conducts the in room check-in process in a fast and efficient manner, following all the standards and also liaising with bellmen for luggage delivery.
• Takes care of the guest's requests and liaise with respective departments: laundry, wake up call, spa bookings, concierge and any special requests etc.
• Knowledge of using the PMS and any other system or software to perform the duties.
• Able to perform PMS / POS operations like check-ins / check-outs, update profile, room reservations, requests, apply payment, verify and adjust billing, activate room keys, process check-out etc. on the PMS.
• Records transactions and order items in POS.
• Helps monitoring the stock inventory and to follow up on pending issues with the tracking system and store requisition forms.
• Checks in with guests to ensure satisfaction with each food course and/or beverages.
• Informs housekeeping department the time desired for the daily cleaning and turn-down service.
• Fully conversant with accommodation features: lay-out, room type, location, decoration, in room facilities and equipment.
• Fully aware of the Room Service and other outlets menu, answers questions on menu selections, communicates with the kitchen regarding menu questions and product availability.
• Serves the guests in a calm, discrete and courteous manner, respecting timing standards.
• Supports the other departments such as Front Desk, Housekeeping and Room service with their duties.
• Picks-up trays and clean tables as needed to ensure a clean dining area.
• Maintain cleanliness of work areas, china, glass, etc., throughout the day.
• Performs all his/her duties with the sense of priority and dedication.
• Hosts and welcome all guests in a gracious and polite manner, and to have the ability to hold a conversation with the guest in a natural and spontaneous manner.
• Carries out checkout in efficient manner, offering luggage assistance and transportation.
• Wishes fond farewell to the guest at the time of departure.
• Takes notes of all the information, updates and instruction and giving proper handover before signing off from the shift.
• To attend and contribute to all meetings, Departmental and Hotel training as scheduled and other related activities. Carries out any other reasonable duties and responsibilities as assigned out of the list.

• Employee benefit card offering discounted rates in Accor Hotels worldwide.
• Develop your talent through learning programs by Academy Accor.
• Opportunity to grow within your property and across the world!
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21

• Provides a courteous, professional, efficient, flexible and personalized service at all times. Always well groomed, clean, pleasant and creating renowned memorable experiences for the guests.
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
• Understands and strictly adheres to the Rules & Regulations of the Company and the Hotel’s policy on Fire, Hygiene, Health and Safety.

Please submit your CV at: Talent & Culture Department, Mercure Vung Tau Hotel - 03 Ha Long, Ward 2, Vung Tau City, Ba Ria - Vung Tau Province, Viet Nam

Phone: 0909.370.754 ( Ms. Nhung)