Nhân viên Lễ Tân - Oakwood & RichLane Residence D.7

SUMMARY :

The Customer Service Representative assists customers with inquiries, resolves complaints, provides information about products and services, and processes customer check-ins and check-outs while delivering excellent customer service to ensure the best possible experience for all guests.• At ORSN we want our guests to feel special, respectful and In the Know which means we need you to:

DUTIES & RESPONSIBILITIES :

• Welcome and greet guests warmly and professionally, addressing them by name whenever possible.

• Handle guests check-in and check-out procedures accurately, efficiently, and courteously.

• Issue room keys in accordance with established security procedures and policies.

• Coordinate with Housekeeping, Engineering, Security, and other departments to ensure guests’ needs are met promptly.

• Follow company procedures and customer service standards.

• Report guest feedback, complaints, and unusual incidents to management in a timely manner.

• Process cash transactions, billing, and daily financial reconciliations accurately.

• Safeguard the security, privacy, and confidentiality of resident information.

• Respond promptly and professionally to all guest concerns, inquiries, and complaints.

• Maintain cleanliness, organization, and professionalism in all work-related areas during and between tasks.

• Work flexible shifts as required by operational needs.

• Ensure smooth shift transitions by properly endorsing and following up on pending tasks and important information.

• Develop and maintain strong knowledge of the Ascott Star Rewards program to effectively assist and engage guests.

• Perform other duties and functions as may be assigned by the Front Office Manager and Duty Manager or Front Office Supervisor from time to time.

• Participate in any Front Office initiatives and projects.

• Perform any ad-hoc duties assigned.

• International-Dynamic-Friendly Working Environment.

• Competitive salary with allowances (transportation, meal)

• Monthly bonus (service charge)

• Compulsory social insurances (contribution rate on full salary), accident 24/24 insurance

• 13th month salary, annual salary review

• 14-20 days of annual leave

• Annual health check-up, year-end party, outing etc.

• Uniform including laundry - shoes provided

• Free parking

• Bachelor degree

• Front Office Vocational College degree

EXPERIENCE :

• 1-2 year experience in 4 & 5 – star hotel/resort/residence.

• Previous experience in a hotel front office or similar customer service role

WORK CHARACTERISTICS :

• Customer service mindset, honest, hark working, open-minded.

• Smiling face, and willing to learn

KNOWLEDGE, SKILLS AND ABILITIES :

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.

• To work and be totally familiar with the computer system and maintain the computer discipline at all time. All CSR have to log in and log out with their personal password at all times.

• Aware and familiar with measures and procedures to follow during emergency situations.

• Able to work weekends and public holidays as required.

• Capacity to read situations, understand environments and respond accordingly

• Someone who is a good team player, honest, details oriented, neat and tidy