Guest Relations Officer/ Chuyên viên chăm sóc khách hàng

* Main responsibilities of Guest Relations:
- To provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, Executive Lounge guests, high-spend customers and guests
- Celebrating special occasions by maintaining a contact point to assist them during their stay.

- This exceptional service ensures that their hotel experience equates with what is expected from a five star property. The Attendant, Executive Lounge creates a more personalized service for the Executive Lounge guests, while providing a communication link to the hotel management.

* Explanation of duties for Guest Relations:
- Be representative of the qualities of delivering luxury service standards.
- To provide warm, welcoming services without compromise to all guests.
- To maintain and improve Executive Lounge service levels as required.
- Be available to assist guests and answer their queries. Identify VIPs, prepare and distribute relevant information. Liaise regularly with department concern to co-ordinate the welcome / farewell of VIP guests to / from the hotel.
- Frequently liaise with other departments within the hotel in order to ensure a seamless service for our VIP guests.
- Communicate relevant information to operations staff and management on VIP guests.
- Be proactive in gathering guest preference information, feedback and updating guest profile of preferences.

- Perform additional tasks requested by Superiors

Besides, this position will assists Marcom team in response and communicate with customers via SNS channels