Overview – Tổng Quan
Responsible for guest service operations to ensure excellence in all aspects of guests experience within the resort. Make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. Ultimately, you will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.
Primary Responsibility – Nhiệm vụ chính:
Administration
• Review existing and initiate new departmental policies as required
• Attend meetings and briefing with other Department Heads as determined by the Manager
• Ensure that all departmental reports and correspondence are completed punctually and accurately
• Submit monthly report to the Manager detailing department activities for the past month and planned activities in the ensuing month
Employee Handling
• Ensure that all employees have a complete understanding of and adhere to the resort’s Staff Handbook
• Conduct Departmental Orientation Program for new employees to ensure they understand the policies and operations of the resort.
• Ensure all employees report for work punctually always wearing the correct uniform and name tag
• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety, training, and development
• Ensure that all staff always provide a courteous and professional service.
Operational
• Ensuring and providing flawless, upscale, professional, and high- class guest service experiences
• Analyzing customer feedback and providing strategic direction to continuously improve overall rating
• Responding to guests needs and anticipating their unstated ones
Responsibilities
• Monitor daily bookings and ensure assigned rooms are prepared prior to check- in
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Ensure special guests, like disabled people, elderly, children, and VIPs, receive personalized services
• Analyze customer feedback from hotel guestbook and online reviews/post- stay survey and suggest ways to improve ratings
• Promptly address guests’ requests, like in- room dining, activities booking
• Appraise team’s performance and produce regular reports
• Assist Front office manager to manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Provide upscale guest service experiences for clients throughout their stay
• Liaise with all departments to provide an overall comfortable guest experience
• Promote all hotel amenities, conveniences and programs offered
• Establish friendly relationships with regular hotel clients
• Inform clients of our hotel services, including breakfast and dining options, activities, spa, etc.
• Ensure clients are properly greeted upon their arrival
• Examine daily duties, assign tasks and check on progress
• Oversee check- in and check- out procedures, including reservations and financial transactions
• Actively listen to and resolve complaints
