Guest Relations Officer (GRO) - Japanese

Location Vietnam
Industry Hospitality/Leisure/Tourism
Category Customer Service, Expats, Operations
Job reference 16359
Job type Permanent
Salary Negotiable
Consultant email huyen.nguyenngoc@manpower.com.vn
Date posted Jul 18, 2024
Scope and General Purpose of Job:
In accordance with policies and procedures adhere:
  • To warmly welcome guest(s) when they arrive and coordinate their check-in
  • To coordinate with relevant departments/personnel to accommodate guests’ inquires/requests during their stay at the Hotel to ensure total guest satisfaction and guest loyalty.

Essential Functions:
  • To respond to any inquiries/requests/problems and follow up with guests to ensure their satisfaction.
  • To provide personalized service to all VIP guest during their stay.
  • To prepare VIP arrival one day before to ensure that amenities in the room are set up and be ready to welcome guests the following day.
  • To welcome and escort VIPs to the reception counter to check in; ensuring that all data and special requests (if any) are fully input into Opera system.
  • To assist Front Desk colleagues to speed up check-in, check-out process and to ensure proper coverage and prompt guest service.
  • To get the business card or e-mail of guest when checking in for further contact; build rapport during time of guest check in to anticipate their needs and acting on them whenever possible.
  • To note the events & functions of the day to guide guest accordingly.
  • To credit points for loyalty programs of our Hotel Management;
  • To record and report the problems concerning the guest to Duty Managers in Daily Guest Service Logbook.
  • To contact guest through email or phone regarding guest lost and found.
  • To contact guest for agreement of any late charges after guest check out.
  • To inform to all relevant departments in case of having any guests with special needs for taking care necessarily.
  • To coordinate closely with relevant departments to solve guest problem and report to Duty Manger of that working shift accordingly.
  • To attend Hotel and Departmental meetings and training sessions fully
  • To comply with Hotel’s health, safety and hygiene policy.
  • To maintain a high standard of personal hygiene and grooming.
  • To perform any other duties which may be assigned by the management from time to time