Executive Lounge Attendant (Nhân viên khu vực cao cấp)

• Hạn nộp: 20/09/2014
• Mức lương: Thỏa thuận

Thông tin cơ bản

Mô tả công việc

Position overview:
To provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, Executive Lounge guests, high-spend customers and guests
celebrating special occasions by maintaining a contact point to assist them during
their stay.
This exceptional service ensures that their hotel experience equates with what
is expected from a five star property. The Attendant, Executive Lounge creates
a more personalized service for the Executive Lounge guests, while providing a
communication link to the hotel management.
Key responsibilities: Guest Relations Responsibilities
. At all times you must be representative of the qualities of someone delivering luxury
service standards. To provide warm, welcoming service without compromise to all
guests.
· To maintain and improve Executive Lounge service levels as required.
· Provide information to the General Manager, other management and departments
daily on all VIP and regular guest arrivals and departures.
· Be available to assist guests and answer their queries. This will include a
considerable amount of time each shift, spent in the lobby, providing an additional
presence for hotel guests.
· Prepare and distribute daily reports by utilising Opera.
· Identify VIPs, prepare and distribute relevant information.
· Allocate amenities to appropriate guests.
· Access daily reports to monitor the arrival of hotel guests and to arrange appropriate
Room Service amenities and cards on behalf of the management of the hotel.
· Liaise regularly with the Business Center to co-ordinate the welcome / farewell of
VIP guests to / from the hotel.
· Make personal contact with VIP’s so that they know we acknowledge and
appreciate their loyalty.
· Pay special attention to our guest staying for seven days or more.
. Make courtesy calls for Long Stay guests to ascertain whether they are enjoying
their stay, and make them feel at home by providing the little things.
· Organise recognition gifts appropriate to the occasion and the guest.
· Maintain accurate guest history records on return guests and establish an ongoing
rapport with them. Ensure that these records are kept up to date and that the details of
guests’ profiles are communicated to all relevant staff.
· Inspect rooms allocated for VIP’s and other guests as required to ensure that all
amenities and cards have been delivered and that the room is properly presented.
· Frequently liaise with other departments within the hotel in order to ensure a
seamless service for our VIP guests.
· Co-ordinate guest welcome cards, apology cards and special occasion cards for
anniversaries, birthdays, honeymoons, etc.
· Liaise daily with guests and Hotel Management to receive details of any problems
which guests may have encountered during their stay and wherever possible
follow up with in-house guests or contact guests shortly after departure to ensure
satisfaction.
· Communicate relevant information to operations staff and management on VIP
guests.
· Promote a healthy working relationship with all departments in a bid to ensure all
possible information is communicated, in the best interests of the guest’s and the
hotel’s operations.
· Liase with the Sales Department to determine the special guests’ needs as negotiated
by them, in addition to understanding the corporate relationship between the company
and the hotel.
· Constantly strive to initiate new concepts and procedures to ensure that Guest
Relations provides exceptional service for guests.
· Interacts and engages dialogue with all hotel guests on an ad hoc basis by being
visually available in the public areas of the hotel, including lobby and Executive
Lounge.
· Builds and maintains a positive working relationship with guests, employees and the
general public.
· Has a strong relationship with all departments’ heads to service VIP, long stay,
regular guests and all other guests of note.
· Carries out site inspections, show rooms and guest escorts as required.
· Ensures all amenities and requests have been ordered and placed in the room. Liaise
with Room Service as required.
. Maintain a record of all amenities sent to guests.
· Is proactive in gathering guest preference information, feedback and updating guest
profile of preferences.
· Any additional tasks requested by the General Manager, Director of Guest Relations
or Assistant Manager.

Human Resources Responsibilities
· Conduct training for the new starters if required.
. Openly communicate with staff and ensure that all relevant information is passed on.
· Create a team that works together with trust and takes responsibility to meet the
goals of the department / Hotel.
· Act as a role model, providing support and assistance through a hands-on approach.
· Know and demonstrate the Nikko values.
Health & Safety ·
. Use safe manual handling techniques, practice safe work habits, wear protective
clothing provided where necessary and take a consultative role in assisting and
maintaining a clean, tidy work area and a healthy and safe working environment.
· Abide by procedures to minimize our impact on the environment and prevent
pollution.
· Report any health or safety hazards, faults, repairs, cleaning needs and accidents.
· Ensure all equipment is kept in good working order and used only for the purpose
for which it was intended. Report all broken or damaged departmental equipment to
your Supervisor and record on appropriate maintenance report form.
· Contribute to cost control through energy conservation, correct storage of all
materials and use of equipment per operating standards and manufacturer’s
specifications.
· Be fully conversant with departmental fire and evacuation procedures.
Customer Service
· Provide efficient, friendly and professional service to all guests.
· Lead by example when attending to guest requests. Show efficiency in constantly
striving to provide Total Customer Satisfaction.
· Take initiative to ensure that interactions with our customers (internal or external)
are positive and productive.
· Work together with trust so that colleagues and management meet the goals of the
department/Hotel.
· Take every opportunity to be a “salesperson” by active selling of special promotions
and facilities available within the Hotel.
· Ensure that the hotel maintains an ongoing quality service improvement program
through the use of Hotel guest questionnaire.
· Effectively use the results guest questionnaires to improve product quality and
service delivery.
· Achieve a level of service quality and professionalism that consistently meets and
preferably exceeds the expectations of guests.
· Answer all correspondence and enquiries received during the working week within
24 hours of receipt; maintain good public relations with customers.
· Maintain focus on ‘the Customer’s need’, individualizing and personalizing service
where possible, encourage staff to use initiative.
· Encourage customer feedback regarding product and services in the Hotel. Listen to
and take action on this feedback.

Other
· Participate in scheduled training and development programs provided by the Hotel
to improve self and department standards and attend departmental meetings as
required.
· Ensure wherever possible that employees are provided with a work place free of
discrimination, harassment and victimization.
· Treat customers and colleagues from all cultural groups with respect and sensitivity.
· Identify and deal with issues which may cause cross cultural conflict or
misunderstanding.
· Follow property procedures with respect to grooming, performance and conduct
standards, occupational health and safety, emergency procedures and all other
property policies and procedures as detailed in the employee handbook / hotel
procedure manuals / company policy manuals.
· Ensure Hotel, Customer and Staff information or transactions are kept confidential
during or after employment with the company.
· Ensure neat, clean and functionally operating outlets are presented at all times.
· Manage the Hotel’s assets in all areas to protect their long – term investment value.
Asset
· Ensure confidentiality and secure storage of all intellectual property and data bases,
both hard copy and electronic.
· Be fully conversant with the Hotel’s fire and emergency evacuation procedures.
· Report any damages to Hotel, guests or staff assets on the appropriate incident
report form.
Authorities
. The position has all authority needed to achieve the above outcomes.

Requirements
• Fluent communication level in English
• Initiates contact easily with guests in a friendly manner
• Have a natural cheerful/smiling personality
• Is observant with a perception for ones surroundings
• Demonstrates versatility in responding to guest requests and situations
• Excellent grooming standards
• Ability to work independently
• Well-organized at work
• Good computer skills
• Good team player; contributes to the team and assists co-workers without being asked.
• Has a good knowledge on the current information updates

An attractive salary and benefits package will be offered to the successful candidate.
Applicants are invited to get an Application Form from Security Office of the hotel or send your CV with your photo attached via email
hr.nikko@hotelnikkohanoi.com.vn

For more information of the job descriptions and requirements, please visit the hotel website: www.hotelnikkohanoi.com.vn
Human Resources Department - Hotel Nikko Hanoi
84 Tran Nhan Tong, Hanoi, Vietnam 
Only short-listed candidates will be contacted for interview
 

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