Giám Sát Chăm Sóc Khách Hàng/ Guest Relation Supervisor

Essential Duties and Responsibilities – (Key Activities of the role)
• Oversee maintenance of efficient repeat guest history system
• Liaise with other departments and necessary outside contracts to ensure excellent service delivery
• Greet VIP guests personally
• Monitor guest relations personnel to ensure A- Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Promote Accor- Hotel sales and in- house facilities
• Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Inspects all VIP rooms prior to arrival
• Perform such functions as to include but not be limited to:
Solicitation of A- Club applications
A- Club and regular guest welcome letters
Attending to special requests by guests
• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Fully conversant with all hotel emergency procedures
• Assists department manager to ensure departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.
• Develop and implement guest telephone contact systems
• Works with Superior and Human Resources on manpower planning and management needs
• Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
• Prepare requisitions for amenities on a timely basis
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Schedule and attend regular A- Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
• Compile, analyze and control guest relations’ costs
• Perform any other task assigned base on the hotel needs or requirements.
• Handle guest complaints and refer them as necessary, follows up on corrective action
• Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats

Problem solving and organizational abilities
Proficient in the use of Microsoft Office and Opera
2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.
Good writing skills
Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
Good Interpersonal Skills
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.

2 days off / week/ Nghỉ 2 ngày/tuần
Service charge/Phí dịch vụ
Accor Group employee benefits (discussed in interview)/Quyền lợi Nhân viên Tập đoàn Accor (trao đổi khi phỏng vấn)
Full Social Insurance/Bảo hiểm xã hội đầy đủ
International work environment/Môi trường làm việc quốc tế
Duty meal/Bữa ăn theo ca

Cập nhật gần nhất lúc: 2025-03-08 07:15:02