JOB SUMMARY
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Create and maintain computer- and paper- based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work- related information using computers and/or point of sale systems.
CORE WORK ACTIVITES
Policies and Procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of sensitive issue and meeting minutes for Excom, Owner Meeting.
• Coordinate and communicate with various department and all levels of associate on matter’s directed by Cluster General Manager.
• Translation.
• Support operation when needed.
• Perform other reasonable job duties as requested by Supervisors.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Assemble executive reports for owner.
• Support to Cluster General Manager on living materials in Vietnam.
• Arrange Cluster General Manager meeting schedule.
• Owner’s communicator, including accommodation booking and transportation arrangement required.
• Prepare and manage correspondences with internal and external parties for Cluster General Manager signature.
• Ensure VIP request form General Manager handled promptly.
• Follow up action plan from different department and other hotels.
• Follow company and department policies and procedures.
• Coordinate for Excom matters when needed.
• Arrange for Cluster General Manager travel or business reimbursement report.
• Maintain and update “Manager on duty” schedule.
• Coordinate with hotels to travel arrangement.
Guest Relations
• Assist other employees to ensure proper coverage and prompt guest service.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Address guests&039; service needs in a professional, positive, and timely manner.
• Anticipate guests&039; service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
Communication
• Talk with and listen to other employees to effectively exchange information.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one&039;s voice, using the callers&039; 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.
• Speak to guests and co- workers using clear, appropriate and professional language.
