Guest Relation Officer (GRO) | NV Quan hệ khách hàng

• Be smart and well groomed at all time and maintain a friendly cheerful attitude

• Read daily arrival and departure report, Duty Manager logs and any updated hotel information

• Taking care of VIPs guest from pre-arrival to departure by inspecting room, welcoming, getting feedback during stay, farewell, preparing amenity etc

• Assist in facilitating smooth and pleasant check-out by conducting billing check prior to VIP departure

• Preview following days VIP arrivals and prepare the arrivals

• Preparing and checking all VIP folder including registration card, key card registration card and welcome kit

• Keep a visible and active presence in the lobby and communitcate with guests in the resort

• Familiar with the hotel’s policies and procedures, product, service, rates, special events, city and local information and promotes such whenever possible

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

• Assist in promoting and upselling the resort’s products and services

• Ensures that all repeat guests are received personalized service and recognition upon arrival

• Handles guest’s complaint or requests to ensure immediate follow up

• Make courtesy calls, provide assistance and arrange amenity for illness guest.

• Check the guest birthday list on daily basis for preparation of birthday cards and cakes to guests

• General understanding of the Front Office and House Keeping operations in regards to guest accommodation

• Perform any other duties which may be assigned by the management from time to time.

• Competative salary, service charge | Lương, phí phục vụ cạnh tranh
• 6 off days/ month, AL, PH, 1 Birthday leave |It nhất 6 ngày OFF/ tháng, ngày nghỉ Lễ, Phép năm …
• Social Insurance; workmen insurance | BHXH, BHYT, BHTN; Bảo hiểm tai nạn 24/7.
• Duty meal| Ăn ca
• Shuttle bus | Xe đưa đón
• Other benefits as per TANM’s policy| Các phúc lợi khác theo chính sách của Công ty.

GENERAL REQUIREMENT FOR THE POSITION / YÊU CẦU CHUNG

• Responsible for welcoming guests, handling their complaint and queries, making their stay as comfortable and enjoyable as possible. VIP room / villa inspection in order to achieve guest’ satisfaction.

• Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.

 At The Anam we wish our guests to feel special and well taken care of which means we need you to:

• Be charming by being approachable, having confidence and showing respect.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

• Make it memorable by being knowledgeable, sharing stories and showing your style to create mo-ments that make people feel special.

• Excellent communication skills to both external and internal guests

• Able to speak, read and write English

• Proficient in the use of Microsoft Office and Front Office System

• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

• 1 year experience in front office / guest services operations / customer service preferred, or an equivalent combination of education and experience.

- CV by English with photo

- Other proffessional documents