Guest Service Center/ Trung tâm Dịch vụ khách hàng

The Role

• As a Front Office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.
• This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
• He / she should be empathetic to all mood and time restrictions.
• He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.

Key Deliverables and Responsibilities

Planning and Organising:

1. Ensure that all Mövenpick Hotels & Resorts standards are adhered to

2. Guests should not be kept waiting.

3. Guests should be made to feel welcome, feel at home and relaxed

4. We are to anticipate guests needs so there is little need to ask us for anything

5. “Yes is the answer, what is the question?” is a key mind frame

Operational:

1. Read the Log Book and receive any handover from the Night Manager/Duty Manager.

2. Ensure all the systems are up and running within the telephone operators room, report any defects

3. Know which events and meeting we have in the hotel

4. Familiarize with the local news and major events in the city

5. Answer all guest information in a quick and efficient

6. Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager

7. Maintain guest data base and feed in guest history

8. Attend daily briefings and training

9. Action any pending issues that was logged and follow up with the concerned.

10. Prepared guest complaints summary and communicate the same to your Supervisor.

11. Daily check all meetings, functions, seminars, and event that is taking place during the day

12. Ensure complete courtesy, friendliness and professionalism at all times, smile!

13. Oversee and control all collateral make sure that all collateral is as per the Hotel standards

14. Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.

15. Update Hotel information & promotions and communicate with the Front Office

16. Ensure proper filing system is in place for proper filing of guest records.

17. Maintain standards and up sell where ever possible, follow Quality Assurance check list

18. Any other task as requested by the Front Office Manager

Administration:

1. Establish and maintain effective employee relationships

2. Maintaining all records

• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Develop your talent through Accor’s learning programs.
• Opportunity to grow within your property and across the world.
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.
• Competitive salary and service charge based on experience and ability.
• Top-tier service charge and 100% salary during the probation period.
• Offer accommodation and meals for candidates from other provinces.
• Shuttle bus for candidates in Nha Trang and fuel allowance for those in Cam Ranh and Cam Lam.
• 24/7 insurance coverage from the first day of probation.
• Full benefits under labor laws.

• Background in Front Office, Call Centre, Guest Service, or Hospitality is an advantage.
• Ability to operate in a high-volume communication environment (multiple calls, requests).
• Familiarity with hotel operations, events, promotions, and city information
• Excellent telephone etiquette, clear and warm voice tone.
• Ability to make guests feel welcome, informed, and comfortable even without face-to-face contact.
• Quick thinking, efficient communication, and accurate information delivery.

 If you are interested, please contact our Recruitment team via:

• Apply to via hoteljob.vn.
• Submit CVs to email: Nhatminh.truong(a.còng)movenpick.com |Linh.hoang(a.còng)accor.com
• Submit Cvs at the security gate of Mövenpick Resort Cam Ranh
• Submit CVs to via Zalo : 0905 424 737 ( Ms.Minh )

*Note that ONLY shortlisted candidates will be contacted.