Guest Service Agent/ Nhân viên Dịch vụ 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

•    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
•    Maintains cashier float and ensures accurate daily report of all money received
•    Cashes hotel guest’s personal and travelers checks and assists with currency exchange
•    Keeps abreast of all modifications to accounting policies and procedures
•    Responsible and attends to guest’s request of using the service of safety box at all times
•    Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, 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 Accor hotels so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Accor 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
•    When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
•    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 department standards of behavior and appearance and attitude as expected in a Novotel 
•    Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
•    Endeavors to maintain the high standards of the hotel with particular regard to the importance of ALL member and other VIP’s and with reference to hotel and to be a health or safety hazard
•    Conversant with emergency evacuation and fire procedures for relevant department
•    Perform any other task assigned based on the hotel needs or requirements. 
 

Qualifications

·  High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
·  Minimum 1-year experience in guest / 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 and write English and Vietnamese
·  Proficient in the use of Microsoft Office and OPERA