Residences Liaison - Nhân viên quan hệ khách hàng

 Provide administrative support for General Manager and/or Residence Managers.

 Coordinate departments (e.g., administrative, operating, and engineering services) directly affecting residents and serve as their liaison with homeowners and residents.

 Maintain accuracy of all legal state statutes and governing documents.

 Update the Managers guide to Operations Excellence when necessary.

 Open, read, and prepare answers to routine letters.

 Handle incoming and outgoing mail distribution, including date stamping and distributing incoming mail (e.g., overnight mail, delivery/messenger services, First Class, Federal Express, UPS, Cablegrams, Telex, Mailgrams, Telegrams, Voicemail certified, International, and Registered).

 Locate and attach appropriate files to incoming correspondence requiring replies.

 Complete supply requisitions and stock office supplies upon receipt.

 Coordinate floral and other vendor amenity requests with authorized suppliers in accordance with property procedures.

 Perform notary duties as needed, following regulations.

 Attend Board of Directors meetings and put sign in sheet and all pertinent documents in place for the meeting.

 Prepare Residence owners Manual and schedule the welcome meeting with the Director of Residences.

 Assist with the Residence owners engagement survey.

 Notify Residence owners of matters regarding the Association.

 Maintain a Task Calendar, the operations plan.

 Collect the maintenance dues and implement in the system.

Documentation/Reporting

 Document and maintain appointment calendar for General Manager and/or Residences Managers.

 Maintain Residence Owners’ files to The Ritz-Carlton standards,

 Check that meeting notices and agendas are in place and posted on time.

 Maintain the Board binders.

 Maintain accurate trace files and communicate daily traces to General Manager and/or Residences Manager.

 Maintain a confidential current management telephone roster and distribute to designated personnel.

 Attend designated meetings, including board meetings, take minutes, transcribe and distribute to appropriate individuals.

 Maintain a current manual on all departmental forms and form letters with instructions.

 Record messages and distribute to appropriate staff.

 Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.

Event Coordination

 Act as point-of-contact (e.g., greet Residence owners and fulfill needs) and facilitate event experiences (e.g., food and beverages, service needs) throughout the process (pre-event, event, post-event).

 Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details.

 Confirm that event and meetings rooms are arranged according to appropriate documentation (e.g., relevant standard operating procedures) and requirements, including: audio-visual (A/V) equipment inspections, room function inspections prior to each event, logistics for services and meals, and scheduling of staff to maintain coverage.

 Ensure all A/V and/or equipment is secured following the function.

Residence Owners Relations

 Address service needs in a professional, positive, and timely manner.

 Welcome and acknowledge each and every Residence owner and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible.

 Anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible.

 Actively listen and respond positively to questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

 Document all requests/complaints and communicate such to appropriate personnel for proper handling.

 Complete and distribute amenity request forms; follow up on any changes.

 Assist other employees to maintain proper coverage and prompt service.

Vendor Management

 Prepare specifications and recommend vendors for all bids and services by outside contractors.

Communication

 Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

 Speak to Residence owners, guests and co-workers using clear, appropriate and professional language.

 Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

 Receive persons entering the office by greeting them, determining nature and purpose of their visit, and directing or escorting them to specific destinations.

 Participate in daily line-up!

Quality Assurance

 Participate in meetings regarding QA audit and Operational Excellence.

 Comply with quality assurance expectations and standards.

Computers/Software and Office Equipment

 Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

 Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries.

 Operate standard office equipment and transmit information or documents using a computer, telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.

 Coordinate service repairs for office equipment as needed.

Working with Others

 Handle sensitive issues with employees, Residence owners, and/or guests with tact, respect, diplomacy, and confidentiality.

 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.

 Participate in the action plans for the Residence owners engagement survey.

 Participate in departmental meetings.

Safety and Security

 Report work related accidents, or other injuries immediately upon occurrence to supervisor.

 Prepare work orders for maintenance repairs and distribute to appropriate staff (e.g., Engineering) and monitor completion.

Policies and Procedures

 Maintain confidentiality of proprietary materials and information.

 Protect the privacy and security of Residence owners, guests and coworkers.

 Follow company and department policies and procedures.

 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

 Perform other reasonable job duties as requested.

• Become a member of our Ladies and Gentlemen at the first legendary The Ritz-Carlton property in Vietnam
• Become a member of the leading global hotel company Marriott International
• Training and development courses from Marriott International
• Career development opportunities at all properties in the company
• Competitive attractive salary and remuneration
• Contribution to mandatory insurance based on 100% of salary, starting from the probation period
• 2 OFF days/ weeks; Annual leave and Paid leave on special occasions
• Gifts on special occasions
• Associate Discount Program on rooms and food at over 30 brands of Marriott International worldwide
• Associate Engagement Activities throughout the year
• Other benefits as per the company’s policy

Education and Experience

• Relevant Diploma or Bachelor's degree

• At least 2 years of related work experience

• Resume