[TRU Hà Nội] - Guest Operations Team Member

Position Purpose
The Guest Ops TM will play a key role in ensuring the overall comfort, cleanliness, and satisfaction of our guests. The ideal candidate will be detail- oriented, proactive, and possess a positive attitude, with a strong commitment to delivering exceptional guest service.
Duties & Key Responsibilities
Customer Service Excellence:
• Maintain a high level of customer service awareness.
• Greet guests with a sincere and friendly tone, ensuring they feel welcome.
• Recognize Honorary Club members and ensure they receive their benefits with high- quality, professional service.
• Proactively address guest inquiries and requests quickly and accurately, including information on hotel services, amenities, and surrounding areas.
• Ensure privacy and confidentiality of guest information consistently.
Proactive Communication & Problem Solving:
• Ensure that any issues, incidents, or concerns are promptly reported to the supervisor or manager.
• Proactively recommend hotel services, facilities, and local attractions to guests.
• Maintain a positive attitude and proactively communicate with guests and colleagues to resolve issues effectively.
• Provide suggestions to improve hotel operations and guest experience.
Guest Check- in & Check- out:
• Maintain accurate guest profiles and input all reservation details into the hotel management system.
• Record guest preferences, special requests, and ensure timely checkout.
• Process guest check- ins and check- outs efficiently, ensuring all information is accurate, including Hilton Honors Club and payment methods.
Handling Payments & Transactions:
• Complete all transactions in a timely and accurate manner, ensuring compliance with the hotel’s financial regulations.
• Accept and process payments (cash, credit cards, vouchers, etc.) in accordance with hotel policies.
• Ensure the accuracy of all billing and provide efficient checkout services for guests.
Room & Luggage Management:
• Assist with room reservations, ensuring accurate room assignments based on guest preferences and availability.
• Ensure all guest luggage is handled with care and in accordance with hotel policies.
• Manage guest luggage, ensuring it is stored securely and delivered promptly as needed.
Inventory & Store Management:
• Monitor stock levels and perform necessary inventory checks to prevent waste or shortages.
• Oversee the management of the convenience store, ensuring the inventory is well- stocked and updated regularly.
Safety & Compliance:
• Report any incidents or issues to the supervisor or manager immediately.
• Follow safety protocols and be familiar with emergency procedures, including fire safety.
• Ensure all operations adhere to hotel rules and regulations to maintain a safe environment for both guests and staff.
Restaurant & Food Service:
• Ensure guests are seated according to their preferences (smoking/non- smoking areas) and introduce yourself with a warm greeting.
• Maintain cleanliness of the restaurant area, including equipment and tables, to ensure a pleasant dining experience.
• Assist in delivering food and beverages to guest rooms in a timely manner.
• Be familiar with the restaurant’s menu and beverage list to effectively communicate and recommend options to guests.
Professional Appearance & Conduct:
• Continuously reflect on personal and professional quality of service to improve guest experience.
• Maintain a professional and courteous appearance consistently.
• Show respect and provide excellent service, avoiding offensive language and behaviour.
Collaboration & Teamwork:
• Assist other departments as needed, including Front Desk, Kitchen, and Housekeeping.
• Communicate and cooperate effectively with all departments to ensure smooth and efficient operations.
Additional Duties:
• The department reserves the right to change or supplement the job description if necessary.
• Perform other reasonable duties as assigned by the supervisor or manager.
• Be flexible in assisting with various tasks that may arise during your shift.

Able to use computing equipment to accurately perform all kinds of data calculations.
Good command of hotel computer systems.
Improve guest satisfaction with strong interpersonal skills.
Good at dealing with guest relations, able to deal with various problems effectively and quickly.
College’s degree in hospitality management or related field preferred.
Strong learning ability and able to work under strong pressure.
1- 2 years working experience in hotel Catering or Front Desk.
Good command of English, able to listen and communicate effectively in English to meet business needs.

Comprehensive health & social insurance from the probation period
14 annual leave days + paid birthday leave
Professional & dynamic work environment with a global hospitality leader
Go Hilton – exclusive travel discounts worldwide
8- hour shifts, 2 days off per week
Competitive salary & full benefits from the first month

Cập nhật gần nhất lúc: 2025-11-08 12:30:04