Guest Service Center/ Trung tâm Dịch vụ khách hàng

The Role

This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
He / she should be empathetic to all mood and time restrictions.
He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.
As a Front Office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.

Key Deliverables and Responsibilities
Planning and Organising:
“Yes is the answer, what is the question?” is a key mind frame
Guests should be made to feel welcome, feel at home and relaxed
Guests should not be kept waiting.
Ensure that all Mövenpick Hotels & Resorts standards are adhered to
We are to anticipate guests needs so there is little need to ask us for anything
Operational:
Ensure proper filing system is in place for proper filing of guest records.
Ensure all the systems are up and running within the telephone operators room, report any defects
Familiarize with the local news and major events in the city
Oversee and control all collateral make sure that all collateral is as per the Hotel standards
Action any pending issues that was logged and follow up with the concerned.
Maintain guest data base and feed in guest history
Answer all guest information in a quick and efficient
Ensure complete courtesy, friendliness and professionalism at all times, smile!
Know which events and meeting we have in the hotel
Read the Log Book and receive any handover from the Night Manager/Duty Manager.
Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.
Prepared guest complaints summary and communicate the same to your Supervisor.
Any other task as requested by the Front Office Manager
Attend daily briefings and training
Update Hotel information & promotions and communicate with the Front Office
Maintain standards and up sell where ever possible, follow Quality Assurance check list
Daily check all meetings, functions, seminars, and event that is taking place during the day
Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager
Administration:
Maintaining all records
Establish and maintain effective employee relationships

Familiarity with hotel operations, events, promotions, and city information
Background in Front Office, Call Centre, Guest Service, or Hospitality is an advantage.
Excellent telephone etiquette, clear and warm voice tone.
Quick thinking, efficient communication, and accurate information delivery.
Ability to make guests feel welcome, informed, and comfortable even without face- to- face contact.
Ability to operate in a high- volume communication environment (multiple calls, requests).

Opportunity to grow within your property and across the world.
Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.
Offer accommodation and meals for candidates from other provinces.
Top- tier service charge and 100% salary during the probation period.
Shuttle bus for candidates in Nha Trang and fuel allowance for those in Cam Ranh and Cam Lam.
Employee benefit card offering discounted rates at Accor hotels worldwide.
Develop your talent through Accor’s learning programs.
Competitive salary and service charge based on experience and ability.
7 insurance coverage from the first day of probation.
Full benefits under labor laws.

Cập nhật gần nhất lúc: 2025-12-11 02:55:03