Guest Relations Coordinator - Chinese

Job description

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

Desired profile

Qualifications :

Job Summary

Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room. Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.

JOB ACCOUNTABILITIES;

- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. - To carry out the procedure for guest check-in, reception and check-out procedures, ensuring accuracy of Guest Reservations, accuracy of the guest's room rate, and accuracy of final billing in Opera. Ensure rates match market codes and that any exceptions are documented and include an explanation. Secure valid form of payment. - Process all guest check-ins by confirming reservations in computer system (e.g. OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. - To ensure that guests at all times receive the services, access to facilities and individual requirements Requested by them, while maintaining the policies, procedures and systems of the Resort. This is to be Done by maintaining the personal contact with the guest and providing continuity to the guests. Interaction with the other departments of the resort. - To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to The resort, ensuring that they have the maximum comfort and convenience for the duration of their Visit. - Ask for and enter loyalty programme information (e.g., Marriott/ SPG) during check-in process. Recognize and thank guests for their loyalty if there are already members. Reconfirm benefits.

-To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit. - To pass on all the relevant information (including complaints) to the other departments in the Operation. To ensure that guests receives services in well-coordinated and timely manner, this Includes additional information which may be relevant to developing and upgrading service, guest History records, Management and Sales and Marketing. - To represent the image of the Resort’s services, its ideals, and its policies by maintaining a groomed and professional appearance in dealing with all visitors: and at all times promote a friendly, informal, and polite relationship between guest and the resort staff. - To assist and personally ensure that the accommodation, services and facilities used by guest are at the required resort standards. - To actively inquire and recommend the services, activities and facilities of the resort to guests and visitors, ensuring that they are kept informed of all the full range of options available to them. - Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. - Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay. - Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns. - Review requests for late check-outs and approve according to occupancy - File guest paperwork or documentation. - Operate telephone switchboard station in order to answer telephone calls. - Take room service orders over the phone, answering any questions regarding the menu, inputting order into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy and providing expected delivery time. - Place and log call back for room service order within appropriate time frame to ensure guest satisfaction. Notify guests and management of delays in service delivery. - Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.