Guest Service Manager - Quản lý Dịch vụ khách hàng

Ensure that all Front Office associates are trained in matters of professional conduct and in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
Complete quality room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.
Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
Support other daily tasks of the Front Office, including but unlimited from check in, check out to room arrangements for customers, ...
Act as Duty Manager and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided & deputize for Front Office Manager in his/ her absence and attend meetings as requested.
Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel and especially of Front Office Department.
Perform any additional duties as requested by the Front Office Manager and Hotel Management.
Detailed tasks will be discussed in the interview
Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
Coordinate with Front Office Manager on managing operations during shift, including Front Desk, Guest Service Center, Club Lounge, Gym, Pool, Concierge, Spa to ensure guest service excellence and adherence to company standards and procedures at all times.2. Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction in a professional and polite manner in order to guarantee customer satisfaction.
Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.
Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
Implementing procedures to improve services offered with the aim of attracting more customers.

Able to work under pressure and night shift if needed
Knowledge of Opera- PMS software/ Basic knowledge of Microsoft products to include word, excel and outlook
Fluency in English language
Excellent interpersonal and communication skills
Fluency in other languages such as Chinese is a plus
Minimum of 3 year- experience in a similar role, strong knowledge in Front Desk Operations prefer at 5- star hotel
Bachelor Degree or Diploma in Hotel Management or related field

Mức lương hấp dẫn, theo năng lực + thưởng phí phục vụ.
Competitive salary, depend on the service charge bonus.
(12.000.000- 16.000.000 + service charge)
Phụ cấp ca đêm, ca gãy và ngoài giờ theo quy định. Allowance for night shift, split shift and overtime as prescribed by policy.
Điều chỉnh tăng lương hàng năm theo tình hình kinh doanh thực tế. Annual salary increasement based on actual business result.
Tham gia Bảo hiểm (BHXH, BHTN, BHYT, BHTN) theo quy định. Social, Unemployment, Health, 24/24 Personal Accident Insurance according to Law.
Phúc lợi:
Benefit:
- Các phúc lợi khác (sinh nhật, đám cưới, mừng sinh con, nằm viện, ...) theo chính sách công ty. Other allowances (birthday, wedding, baby welcome, hospitalization...) based on company policy.
- Môi trường làm việc chuyên nghiệp, có cơ hội thăng tiến. Professional working environment, opportunity to develop in career path.
- Hỗ trợ suất ăn, gửi xe, đồng phục và giặt ủi. Duty meal, parking lot, uniform and laundry service are provided.
- Chương trình khen thưởng nhân viên xuất sắc của tháng, quý & năm. Employee recognition program for month, quarter & year awards.
- Thưởng vào các dịp Lễ, Tết theo tình hình kinh doanh. Bonus in the Public holidays and New Year based on company policy from time to time.

Cập nhật gần nhất lúc: 2024-07-16 00:30:03