Guest Relation Officer ( Chinese Speaking)

The main role of a resort host is to serve guest as personal assistant to guests, always anticipate guest’s needs rather than waiting to be asked. In addition to housekeeping, food and beverage service, the resort host requires to be well versed in personal care and valeting.

Primary Responsibilities

Communication skills for all levels of staff/guests, confident Chinese/Madarin speaking

Update and manage daily Guest Relation work sheets. Assigned (with AFOM /FOM) and inspect each room prior to guests arrival.

Possess knowledge of local area information, hotel and facilities, spa products and F&B menu

Be able to describe the villas and F&B outlets in a professional manner

Create a record and keep themselves up to date on current activities in the hotel, city and country generally

Create a network of useful contacts and be aware of hotel security and safety procedures

Update and manage daily resort host work sheets. Assigned (with AFOM /FOM) and inspect each room prior to guests arrival.

Creates a checklist for villa inspections. Log all faults and defects in villa resort host’s logbook and ensure rectification. Undertake final preparation of each villa prior to guest arrival. Have a working knowledge of the check-in procedure.

Check in the guest and fully advise the benefits of the villa and of the resort.

Handle guest’s messages. Have a working knowledge of the hotel guest history in Opera system

Enter guest preferences in guest history Opera system. Use guest history and update accordingly

Have an understanding of foreign currency exchange. Create and oversee airport / hotel entrance pick-up and drop off procedure. Handle air ticket reconfirmation

Arrange VIP greeting and escorting service to airport in coordination with Concierge / airport team

Have working knowledge of the in-room check out service. Create and oversee secure storage and tagging of luggage. Maintain or arrange security of luggage. Liaise as necessary with security staff

Be aware of lost and found procedure. Create maintain a professional resort host / housekeeping emergency kit.

By having guest relation skill, a resort host will demonstrate competency in Guests receive a warm and friendly welcome/farewell. Making his or her own personal introduction

Explaining to guests what services a resort host can offer. Greeting guests at the Lobby. Welcoming the guest to their villas advising of facilities. Addressing a guest. Addressing Loyalty and other VIP guests

Using the correct phonetic alphabet of spelling. Dealing with guests in fast and accurate manner

Arrange spa booking for guest. Conversing with guests, answering guests inquiries

Handling guest complaints. Assisting in handling guests incoming faxes, mail, packages

Guiding the guest to achieve correct computer, email and internet access. Servicing the guest needs: immediate action. Understanding guest’s different cultures, moods and emotions.

Checking guest satisfaction. Understanding and fulfilling the guest’s needs for security, confidentiality, privacy and privacy requested policy within hotel.

A resort host service shall demonstrate competency in supervising & controlling housekeeping service:

Polishing and cleaning shoes, return shoes in shoe bags or basket to guests suit and store them appropriately.

Running a spa/bath, including knowledge of safety issues (Coordinate with spa center)

Knowledge of housekeeping terminology, set up care of maid basket / trolley, hygienic handling of linen, room attendants daily procedure, cleaning rooms, moving the smell, dusting and cleaning bedrooms, stripping and making bed, cleaning bathrooms, vacuuming rooms, folding towels and set up, providing luxury turndown service.

A resort host will also be required to extend special care service for the guests as follows

Have and understanding of certain birthday, festival, weddings, special event etc.

Providing flowers and arranging flowers, offer the service of gift wrapping guest’s purchases

Deliver a guest special request, understanding and able to book and arrange services

Provides prior to arrival and meanwhile the stay all the benefits of Accor and its programs such as and not limited to : My Resort, My Glass …

1. Salary and Allowances.

Full Salary & monthly Service Charge in probation period.

Support to relocation allowance by ranks.

Home Visit allowance.

2. Benefits

Supported housing staff with full amenities and entertainment area.

Support shuttle bus to Hotel.

Support for full meals during the work shift and day off.

Uniforms are provided according to Hotel standards.

International working environment, joining training courses according standard of AccorHotels.

3. Insurance policy

Insurance according to the provisions of Labour law

Suncare Insurance according to the provisions of policy SunGroup

Knowledge and Experience

• Diploma or Degree preferably in hospitality or related field

• Complete the courses and get a certificate of China/Madarin language.

• Have good China/Madarin speaking skills

• At least 01 years in Hospitality industry experience, minimum 02 years working in China/Madarin speaking environment.

• PMS system knowledge (Opera system)

Competencies

• Communication skills for all levels of staff/guests, confident.
• Complete the courses and get a certificate of China/Madarin language.
• Have a good command over spoken/written China/Madarin and quite good English language to meet Guest service.
• Interpersonal skills to deal with guests and staff issues
• Confidently able to resolve problems and make decisions
• Adaptable to multicultural guest needs, works with diverse cultures
• Can use sensitivity and discretion in supporting guest needs
• Leads to constantly improve the guest service experience
• Career focused, wanting to grow and develop, self-driven

• Apply to via hoteljob.vn.
• Submit CV to email: Tin đã hết hạn or Tin đã hết hạn .
• Tel: 091 763 5788 (Mr.Linh)

*Note that ONLY shortlisted candidates will be contacted.