Tổng quan

• Mức lương

  8,900,000 VND ~ 10,000,000 VND

• Ngành

  Hospitality/Tourism&Leisure

• Mô tả công việc

  <Responsibility>
  This position is responsible for providing exceptional customer service to our guests as a Guest Relations Officer (GRO). Addressing complaints and go the extra miles to make sure our guests are satisfied and ensuring the highest level of guest service and standards are achieved. GRO should be an excellent communicator who can stay positive when facing difficult situations. Reliable and customer-oriented, the final goal of this role is to ensure our guests enjoy themselves and plan to come back to our hotel indeed.
  Guest Relations Officer will work closely with upper management to measure customer service, such as through TrustYou surveys and questionnaires, and help to create programs that better address the needs of guests to avoid potential issues in the future. Also assist in arranging reservations, do with the check-in process and explaining all hotel facilities such as pool area, restaurant and amenities.
  
  
  <Detail>
  - Review guest arrival lists to offer a warm greeting.
  - Attend to distinguished visitors (such as VIPs, loyal customers) and respond to their requests.
  - Address guest complaints and, if necessary, escalate to the Guest Relations Manager. Log down information in the Guest Profile of PMS.
  - Assure that health and quality standards are met.
  - Be responsible for greeting VIP/ loyal customers upon arrival with a full smile and welcoming manner.
  - Perform check in, check out VIPs and control lobby area to be ready assist guests with full welcomed manner.
  - Inform guests about the formalities, any particular conditions relating to their stay and the services available.
  - Perform room assignments based on VIP’s special request, profile note, etc. and prepare documents, keys required for registration.
  - Concierge services including booking activities, dining reservations and transportation, etc.
  - Ensure guest special requests are efficiently completed.
  - On-time report on all matters regarding guest services & hotel operations.
  - Following up customer review program.
  - Peer train new team members as training buddy.
  - Coordinate with Front Office, Housekeeping, Engineering and Revenue & Reservation, etc. to prepare the rooms, block room for and any request from guests.
  - Perform other tasks as assigned by Guest Relation Manager.
  
  <Attractive points>
  - You can make the operation with using your experience since we are just established.
  - We are global company and you can be in charge of dynamic environment.
  - Our team are so nice, friendly and cooperative.