Guest Services Officer - Nhân viên Lễ tân

Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc…
Receive all incoming calls in a standard, courteous and friendly manner, responsible for accurate connection.
Ensure a high level of cleanliness is maintained in your work area
Seek opportunities to continually improve guest service
Take appropriate action to resolve guest complaints
Responsible for monitoring wake- up call log and take appropriate action if a call is not answered.
Have thorough knowledge of and assists guests and callers with the hotels Voice Mail system.
Contribute to overall efficiency by performing other relevant duties as assigned.
Have thorough knowledge of daily events in the hotel.
Have thorough and detailed knowledge of hotel facilities and hours of operation, to ensure correct response to guests’ questions
Adhere to the hotel’s security and emergency policies and procedures
Responsible for paging of hotel personnel correctly when required.
Answer guest’s inquires over the phone and follow up personally to resolve guest request.
Answer all calls in the manner specified by the standard of hotel on a consistent basis.
Report fault promptly
Perform personalized wakeup call efficiently and consistently
Cultivate good working relationships with inter- related departments
Ensure that the working area is kept clean and tidy at all times.
Promote the hotel and the hotel products and services
Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
Rotating job responsibilities in other sections of the Front Office Department.
Handle “Guest Service Center” promptly and follow up that all requests have been responded to the guest’s full satisfaction
Responsible for placing of guests’ wake- up calls accurately and timely
Responsible for booking and placing of guest long distance calls correctly
Undertake assignments as delegated by supervisors
Identity VIP, SPG, regular guests and long staying guests and build rapport to offer personalized service and assistance

- Sweet & lovely voice, proper tone & speed
- Good and positive hospitality attitude
- Always willing to learn, willing to help
- Good and positive hospitality attitude
- Other foreign language ability
- Good English language skill and communication skill

International Working Environment
Internal Career Advancement
Competitive Salary and Benefit Package

Cập nhật gần nhất lúc: 2025-07-11 14:15:02