Guest Experience Agent - 6 months contract

1. Achieve positive outcomes from Guest queries in a timely and efficient manner

2. Solve any guest complaint, follow up through the stay and farewell.

3. Prepare the guest courtesy order for amenities or special requests.

4. Promote hotel’s activities and events.

5. Actively promote TripAdvisor, social media and guest quality questionnaire.

6. Performs daily courtesy calls to the guests.

7. Keeps a record of courtesy calls, gift always, complaints, etc.

8. Prepares welcome letters and ensures the signature of General Manager, Hotel Manager or Gex Director.

9. Provokes the encountered with the guests in order to stablish conversations regarding the stay.

10. Join the briefing when Guest Service Manager is not available.

11. Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required

12. Attend the Executive Lounge and Executive Floor Reception.

13. Ensure that GEX Director is kept fully aware of any relevant feedback from guests and, or, other departments

14. Demonstrate a high level of customer service at all times

15. Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts

16. Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties

17. Maximize room occupancy and use up-selling techniques to promote hotel services and facilities

18. Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy

19. Comply with hotel security, fire regulations and all health and safety legislation

20. Act in accordance with policies and procedures when working with front of house equipment and property management systems

21. Follow company brand standards

22. Performs any other task requested by direct managers.

- Attractive salary

- 13th month salary

- Birthday benefit

- Duty Meals

- Annual Outing trip

- Special room rate as per Melia Hotels International policy

- Shuttle Bus to pick up associates from Vung Tau, Long Hai and Phuoc Hai to Melia Ho Tram

• At least 1 year in international hotels in the same position.
• Able to communicate in English
• Service-oriented