Guest Service Agent (ibis Saigon South)

MAIN RESPONSIBILITIES

• Ensure professionalism and accuracy with information and billing during guests’ arrival and departure.

• Achieve an accurate and logical work sequence.

• Follow procedures for cash and security at Front Desk.

• Ensure reservations have correct tariffs and up-selling techniques.

• Ensure messages are accurate and passed on promptly.

• Provide business corner services as required, with correct charges posted to guests.

• Positively respond to all queries (both internal and external), redirect to departments as required.

• Maintain a positive selling approach to optimize yield in both occupancy and rates.

• Providing wake up call to guest and ensure these received.

TECHNICAL AND RESPONSIBILITIES

• Log and inform your supervisor of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.

• Complete all duties and ensure a concise hand-over.

• Follow guidelines outlined in the Accor Brand Standards Manual, Departmental Service Standards & Procedures Manual, and Accor Policy Manuals.

HEALTH AND SAFETY

• Practice safe work habits following Accor Health, Safety and Environment policies. Wear protective clothing provided where necessary, and maintain clean and tidy work areas.

• Report any health or safety hazards and accidents to your supervisor or manager on duty, and record on the appropriate Accident Report form immediately following accident, abided by Accor Rehabilitation policy.

• Ensure all equipment are kept in good working order, and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your direct manager, and record on appropriate maintenance report forms.

• Be fully conversant with departmental fire and evacuation procedures.

CUSTOMER SERVICE

• Provide efficient, friendly and professional service to all guests.

• Understand and strictly follow up Department targets

• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive. Call the Supervisor or Rooms Division Manager on Duty if difficulties arise.

• Work together with trust so that colleagues and management meet the goals of the department/hotel.

• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the hotel/company.

• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

HUMAN RESPONSIBILITIES

• Having good working relationship with colleagues.

• Understanding, supportive, encouraging and helpful to your subordinates.

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.

• Attend training program and meetings as directed to constantly improve skills and knowledge.

• Abide by Accor policy

• Follow the expectations and guidelines outlined in the Accor Employee Handbook and the Hotel Staff Handbook.

• Ensure hotel, customer, and staff information or transactions are kept confidential during or after employment with the company.

• Any other reasonable request as required by your Supervisor or Hotel Management

• Thẻ phúc lợi dành cho nhân viên cung cấp mức giá chiết khấu tại Accor Hotels trên toàn thế giới.
• Phát triển tài năng của bạn thông qua các chương trình học tập của Academy Accor.
• Phụ cấp ăn trưa, đồng phục, gửi xe miễn phí tại hầm gửi xe của khách sạn.

• Diploma in Tourism/ Hospitality Management.
• Ability to use Opera system will be an advantage.
• Excellent reading, writing and oral proficiency in English language.
• Proficient in MS Excel, Word, & PowerPoint.