Front Desk agent/ Lễ Tân tại Novotel Ha Long Bay Hotel

• Welcomes guests as soon as they arrive with due care and attention.
• Helps encourage customer loyalty by developing friendly, personalised relationships.
• Anticipates guests' needs and takes them into consideration.
• Handles any guests requests or complain; provides a response as soon as possible.
• Conveys the hotel image.

• Carries out all operations concerning guest arrival and departure in compliance with internal procedures.

• Informs guests about the formalities, any special conditions relating to their stay and the services available

• Handles phone calls.

• Applies the procedures of internal audit.

• Passes on information as necessary to other departments (Housekeeping, Engineering, Food & Beverage, etc.) and to other members of the Front Office team.

• Ensures that all guest documentation is up-to-date and available.

• Handle reservations according to resort’s procedures & policy.

• Promotes the hotel's range of services in order to increase sales.

• Applies and actively supports the hotel's pricing policy in order to increase REVPAR

Commercial / Sales:

• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.

• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.

Management and administration: 

• Respects the procedures governing invoicing and cash operations.

• Manages the cash under his/her responsibility.

• May be asked to prepare and send reminder invoices to guests with pending payment.

Hygiene / Personal safety / Environment:

• Ensures that the workplace remains clean and tidy.

• Knows and applies the hotel's security regulations (in case of fire etc).

• Ensures the safety of people and property.

• Respects the hotel's commitments to the "Planet 21" program.