[Kunkin Garden]_Nhân viên chăm sóc khách hàng _(Guest Relations Officer)

General Duties

Monitor and manage fan page and hotline.

Send bills and long-term payment notifications.

Process payments, prepare reports, and hand over shifts.

Functional Responsibilities

Perform shift handover tasks, check the cash fund, and ensure signatures from both employees.

Check current in-house guest information and those scheduled for check-in/out on the day.

Handle room reservations and create bookings in the system.

Coordinate with department heads to resolve complaints or issues during the guest’s stay.

Be well-informed about products, promotions, and customer appreciation programs of Kunkin; proactively provide consultation based on guest inquiries.

Send greetings or wishes to guests on special occasions (holidays, Tet, birthdays, etc.).

Administrative Responsibilities

Support front desk staff in welcoming group guests, VIPs, loyal or long-term guests, ensuring guest satisfaction.

Follow procedures to ensure security in cash, card, and other financial transactions.

Coordinate with relevant departments to promptly meet guest requests and resolve complaints to maintain high satisfaction.

Regularly check the department’s work log to ensure all tasks are completed properly.

Review room rates on the system to ensure information is correctly updated according to peak season promotions.

Assist in executing hotel marketing activities.

Respond promptly in emergency situations such as fire alarms, storms, altercations, etc.

Manage OTA (Online Travel Agency) guest bookings; report any issues related to bookings, cancellations, overbookings, or no-shows.

Directly monitor the fan page and hotline, receive feedback, and provide responses to guests. In cases involving the Sales, Housekeeping, Maintenance, or Security departments, contact the respective managers for resolution and inform the guest accordingly.

Directly update the EZ Cloud system regarding the status of long-term and short-term rooms and revenue, ensuring accuracy.

- Official labor contract will be signed after probation.

- 1 day off per week and annual leave as per regulations.

- Social insurance, health insurance, and unemployment insurance provided in accordance with state regulations.

- Performance-based bonuses (KPIs), holiday bonuses, and other welfare benefits according to company policies.

- Service charge distributed.

- Annual company trip (once per year).

- Staff lunch provided.

- Monthly birthday celebrations for employees.

At least 1 year of experience in the field.

Creative, flexible, and able to work independently as well as effectively in a team.

Prepare a complete set of personal documents, including:

01 copy of Curriculum Vitae (CV) with local authority verification.

01 notarized copy of Citizen ID card.

01 notarized copy of degrees and certificates (if any).

01 original health check certificate.

01 passport-sized photo (3x4cm or 4x6cm).

VietinBank account number.

Personal income tax code (if available).