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Guest Relation Officer / Nhân viên chăm sóc khách hàng

  • Hạn nộp: 30/08/2023
  • Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
1
Nơi làm việc
Quận Ngũ Hành Sơn - Đà Nẵng
Giờ làm việc
Làm theo ca
Ngành nghề
Tiền sảnh
Vị trí
Nhân viên
Cập nhật
01/08/2023 11:04

Mô tả công việc

JOB SUMMARY

  • Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Follow company and department policies and procedures.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.

Guest Relations

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Assist other employees to ensure proper coverage and prompt guest service.

Communication

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
  • Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Quyền lợi được hưởng

- Following the benefit standards of Marriott International and Local Hotel policy

Yêu cầu công việc

  • High school diploma/G.E.D. equivalent
  • No related work experience is required
  • No supervisory experience is required

Yêu cầu hồ sơ

- Nộp hồ sơ ứng tuyển qua email: Tin đã hết hạn

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ĐÁNH GIÁ

5.0

TỐT

5 ĐÁNH GIÁ

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BẠN ĐÃ ĐÁNH GIÁ CHO NTD NÀY

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Sắp xếp đánh giá:

  • Quy mô:
  • 07 Trường Sa, Quận Ngũ Hành Sơn, Đà Nẵng, Việt Nam
  • Danang Marriott Resort & Spa is expected to fly the Marriott Hotels brand flag following the rebranding of Vinpearl Luxury Danang. Nestled on Non Nuoc Beach, close to downtown Danang, the retreat is anticipated to feature 200 rooms and suites, 39 villas with a modern, residential design, and locally-inspired accents, catering to providing guests with enriching experiences alongside its signature spaces and heartfelt service. Design plans call for five different food and beverage outlets, eight event spaces, an infinity pool, a spa, kids club, tennis court and a wealth of water sports, including a dive center.

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