Guest Relations Officer (GRO) - Japanese

Địa điểm Việt Nam
Ngành nghề Khách sạn, giải trí, du lịch
Category Customer Service, Expats, Operations
Mã số 16359
Loại công việc Cố định
Lương Negotiable
Email liên hệ huyen.nguyenngoc@manpower.com.vn
Ngày đăng Tháng bảy 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