Guest Experience Officer - Nhân viên Quan hệ Khách hàng

• Review daily arrival lists, prepare welcome amenities, and ensure guest preferences are properly recorded in the system.

• Greet and register guests upon arrival, issuing room keys in accordance with hotel standards and procedures.

• Ensure ALL members receive their benefits and that repeat guests and VIPs are recognized with personalized attention.

• Coordinate closely with other departments (Housekeeping, Concierge, F&B, etc.) to ensure all guest requests are fulfilled promptly.

• Maintain and update the guest history database to support recognition and service consistency.

• Promote hotel services, facilities, and in-house promotions to enhance guest satisfaction and maximize revenue.

• Handle guest complaints and feedback professionally, ensuring timely resolution and follow-up.

• Manage guest correspondence, including calls, messages, and mail handling.

• Safeguard guest confidentiality and privacy at all times.

• Monitor in-house credit matters and report any irregularities to the Duty Manager.

• Report suspicious behavior or items to the Security team or Duty Manager immediately.

- Attractive service charges

- Participate in social insurance according to regulations

- 02 months probationary period with full salary

- 02 days off per week

- Paid birthday leave

- Annual health check-up

- Advantages when using Accor services worldwide

- Develop talent through learning programs at Academy Accor

Knowledge and Experience

• Diploma in Tourism / Hospitality Management

• Minimum 1 year of relevant experience

• Excellent reading, writing and oral proficiency in English language

• Ability to speak other languages and basic understanding of local languages will be an advantage

Competencies

• Good communication and customer contact skills

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Self-motivated and energetic

• Must be well-presented and professionally groomed at all times