Guest Service Associate (Russian & English language) | Nhân viên Lễ tân (Tiếng Nga & Tiếng Anh)

SCOPE OF WORK

• Handle check-in and check-out. Ensure the ID or Passport of each arrival guest was scan into the system and transferred to Opera System.

• Handle money exchange and cash deposit.

• Assign room for arrival of F.I.T and group.

• Be responsible for ensuring all guests are offered a smooth and speedy check-in, with the emphasis being that all guests are pre-registered and checked-in, in their respective rooms.

• Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready, to check on details of the arrangements and liaise with, Guest Service Supervisor, Guest Service Manager, Assistant Front Office Manager or Front Office Manager to meet guests if necessary.

• Ensure that room rates, which have been updated by reservations, are followed. Properly report for unexpected rate change

• Be well-versed with group arrival and departure pattern and requirements. Work closely with the Guest Service Supervisor in ensuring a smooth operation.

• Effectively handle all ‘walk out” guests during the overbooking and update the Guest Service Manager on guest feedback.

• Assign rooms before guests arrive – assignment as best as possible to be done at least 2 hours before ETA of guests.

• Priority of room assignments are given for arrivals with ETA, VIP’s guests with special requests, return guest, long stay guest, demanding guests, FIT and groups.

• Develop a thorough knowledge of the room locations, types of rooms and special room features.

• Learn and get to know guests (especially regular guests) and their needs, likes, preference and dislikes from guest profile and any correspondence available. Follow daily traces and update guest note on Opera system for incident case/guest complaint

• Monitor closely on early arrivals and late departures.

• Monitor room’s inventory on a daily basis.

• Update all Out of Order and Out of Service rooms.

• Liaise closely with Reservations on arrival times, same day reservations, extension of stays and late checkouts.

• Liaise closely with Housekeeping on late checkouts, early arrivals, day use rooms, room move, room changing and special requests.

• Closely coordinate with Bell Captain/Assistant Chief Concierge for transportation arrangement: pick up, see off, car rental, city tour

• Assist reservation department to handle incoming inquiry as required.

• Clarify the room discrepancy with housekeeping regularly.

• Be aware and keep up to date of relevant hotel product and services and facilities available within hotel vicinity.

• Check and be aware of the internal function and external event that happens.

• Check and be aware of relevant House Status information and Rooms Inventory availability.

• Ensure proper and completed take over and hand over of duty for each shift. Follow shift check list and submit to team leader end of shift

• Check and be aware of guest request and preferences through Guest Profile prior guest’s arrival.

• Assist the service center to arrange the morning call for in house guest, early bird breakfast box for due out guest

• Offer rooming and responsible for the room upselling program.

• Greet as many guests as time permits at the reception counter or lobby.

• Handle guest complaint and monitor guest history and data input.

• Read through the front office logbook and take follow up actions as instructed.

• Take appropriate action to resolve guest dissatisfaction

• Carry out any other reasonable duties and responsibilities as assigned.

• Escort guests to the room upon check in busy time or on leaders required