Guest Relation Officer/ Nhân viên Chăm sóc khách hàng

Job description

Company Description

•Mövenpick Resort Phan Thiet is located in a prime location on Hon Gio street, Phan Thiet city, Binh Thuan province. The resort is located near the romantic beach, with a long stretch of fine white sand and emerald green sea water, bringing visitors beautiful natural scenery and fresh, cool atmosphere.

 

Job Description

·  Plan and co-ordinate the provision of friendly, efficient services to guests
·  Schedule activities for guests
·  Plan and co-ordinate all promotional activities targeting potential VIP clients
·  Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity 
·  Registers and rooms all arrivals according to established procedures
·  Maintains intimate knowledge of departmental standards and procedures
·  Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
·  Trace relevant statistics about VIP clientele
·  Co-ordinate and supervise all activities for guests
·  Knowledgeable of all special promotion procedures, for programs such as; Frequent Flyers Programs, and also Accor Loyalty programs.
·  Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist
·  Is familiar with other Novotel Hotels so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Novotel Hotel
·  Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
·  Performs the audit balances and prepares all works for audit in an orderly fashion
·  Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read fax, e-mail, messages, and how to interpret availability sources within the reservation systems
·  Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a ACCOR Brand
·  Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
·  Room Guests
·  Cover guest relations desk
·  Assist guests with airline bookings and reconfirmation’s
·  Assist staff with Vietnamese language and culture
·  Attend recreation activities when necessary
·  Plan and conduct group and function rundown meetings
·  Conversant with emergency evacuation and fire procedures for relevant department
·  Assist in any other duties when required by the Guest Relations Manager
·  Assist with translations (information; guest directory; menus etc) as required
·  Provide feedback from Guests to Guest Relations Manager & Front Office Manager for action
·  Perform any other task assigned based on Novotel needs or requirements.

Qualifications

·  Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent.
·  1 year experience in front office / guest services operations / customer service, or an equivalent combination of education and experience. 
·  Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
·  Able to speak, read and write English and Vietnamese
·  Proficient in the use of Microsoft Office and Opera