Guest Relations Officer

* Financial and Revenue Responsibilities
- Whenever get a chance, GRO have to up- sell the hotel product, as GRO will have more chance to chat with the guest, and at this point, GRO have to be professional to know the product knowledge in the hotel.
* Training and Human Resources Management
- Be fully conversant with 3 Sofitel value, 5 keys of luxury and Brand Magnifiers
- Good guest relationships skills needed.
- Maintain a excellent relationship between all the members of the team
- To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Hotel Metropole Hanoi staff handbook.
- Follow strictly Sofitel Grooming Standard
- Maintains and neat and tidy appearance at all times
* Guest Service Responsibilities
- During her duty GRO is expected to act as a hotel representative to welcome and fare well all customers, to keep standard in terms of appearance, attitude, smile & guest relationships.
- Ensure that; whenever possible, guest receive personal recognition.
- GRO has a key responsibility in Guest satisfaction
- The GRO is responsible to do the candle ritual in the evening
* Operation
- Review current arrivals list and are familiar with it on a daily basis.
- For all Guests (except Club floor guest) expected to arrive with a limousine booking, the GRO will welcome him at the hotel front door by name in order to personalize the service.
- GRO should standby at all times in the Metropole and Opera lobby in designed position
- Assist in the handling of guest complaints ensuring they are referred to Duty Manager and that follow up action occurs.
- Effective communication to solve guest’s issue immediately or in shortest delay.
- Escorting guest to the room, introducing them their booking benefits and hotel facilities
- Promotes hotels facilities whenever possible and is familiar with city and local information.
- The GRO is pro- active in assisting the guests in the lobby as needed as long as she can handle the request directly. If not, the GRO will escort the guest to the counter concerned & ensure that the guest is satisfied with the service provided.
- Do the candle ritual every afternoon
- GRO is in charge of the tidiness and cleanliness of the lobbies during all her duty
- The GROs stand by at the main entrances always bring the GRO arrival list to check guest name to escort the guests right away to their room in MW Reception, OW Reception or Club Reception for registration.
- To contact Guest Relation Manager/ Supervisor every time that facing a difficult situation
* Miscellaneous
- All ambassadors may be assigned to other duties in the hotel as and when required by business levels.
- All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
* Benefits:
- Talent development through learning programs by Academy Accor.
- Employee benefit card with discounted rates in Accor Hotels worldwide + other offers.
- Contribute and make a difference to the Metropole community and to the city through our social responsibility activities, such as Planet 21.
- Opportunity to grow within the property, the company and across the world!

- Fluent in English and Vietnamese (spoken& written)
- Solid foundation on client handling & business development
- Strong in Microsoft Office suite
- Minimum 3 years experience in the same position
- Excellent communication and interpersonal skills

Cập nhật gần nhất lúc: 2023-12-26 19:15:42