Guest Experience Agent – Russian speaking/ Nhân viên CSKH Tiếng Nga

Guest Experience and Front Office

 Greet, meet, escort guests and offer general information. Oversee the Lobby area, be present and pro-actively approach guests, especially if they have difficulties with communication (language barrier).

 Accommodate the requests and needs of all guests. The Guest Experience Agent is required to greet and help check-in guests, make recommendations, advise and upsell rooms and related services, assist in checking-out and farewell guests, especially Korean-speakers, VIP guests and Radisson Rewards members.

 GEA is required to conduct their duties in a courteous and efficient manner, in accordance with the Resort’s policies and procedures, ensuring that a high level of service is maintained at all times.

 On the day of arrival, ensure all special requests are followed up (special room decorations, extra bed etc.)

 Check transportation arrangements of arriving guests, especially VIPs, ensure the rooms are ready upon guest arrival and stand by to welcome.

 Follow up with guests’ pre-arrival communication, via emails or phone calls, make sure queries are answered, and required arrangements are made.

 Welcome guests during check-in and give a fond farewell upon checkout. Help other team members communicate with Korean-speaking guests.

 Ensure that all check-in and check-out procedures are handled smoothly without unnecessary delays.

 Have up-to-date information on daily room occupancy, arrivals and departures.

 Provide hands on support to Front Desk and Concierge teams, including translation to and from Korean.

 Communicate product knowledge and company philosophy to visitors and guests.

 Keep abreast with Resort’s product knowledge, daily activities, functions and special events, motivating guests to utilise the facilities and services.

 Maintain regular contacts with guests. Obtain guest feedback. In an event of a complaint, take immediate actions to come up with solutions.

 Maintain guest folios in the manner instructed and enter useful information about guest preferences and background.

 Record daily activities and complaints and inform the respective department heads.

 Prepare and coordinate the distribution of guest amenities, welcome letters and special set-ups for VIPs.

 Inspect VIP rooms and make sure amenities are in good order prior to guests’ arrival.

 Escort VIP guests to their allocated rooms and introduce facilities and room features.

 Invite guest to join Radisson Rewards and introduce the benefits.

 Perform basic cashier activities as and when required.

 Help ensure security of cash drawer and accuracy with personal cashiering, when working at the Front Desk area.

 Communicate effectively with Guest Service & Concierge on guest needs and schedules.

 Ensure work area is kept neat and tidy.

 Possess sound knowledge of Food & Beverage offerings and tasks to be able to assist with guests’ encounters, when necessary

 Maintain informative handover to the GSA and other GE team members, ensuring that all relevant information is passed on clearly.

General

Create 100% guest satisfaction by providing the “Yes I Can!” experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.

 Give personal attention, take personal responsibility and apply teamwork when providing guest service.

 Listen with empathy, find solutions and follow through when resolving guest’s problems.

 Assume responsibility to notice when the guest is not satisfied and use best judgment as to when it is appropriate to provide service recovery.

 Perform other duties required to provide the Radisson Blu brand behaviours and genuine hospitality.

 Adhere to all hotel policies and procedures.

 Keep GE Supervisor/Manager & Duty Manager promptly and fully aware of all problems or unusual matters of significance.

 Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position.

 Maintain a favourable working relationship with all hotel employees.