Guest Service Center/ Trung tâm Dịch vụ khách hàng

The Role

• As a Front Office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.
• This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
• He / she should be empathetic to all mood and time restrictions.
• He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.

Key Deliverables and Responsibilities

Planning and Organising:

1. Ensure that all Mövenpick Hotels & Resorts standards are adhered to

2. Guests should not be kept waiting.

3. Guests should be made to feel welcome, feel at home and relaxed

4. We are to anticipate guests needs so there is little need to ask us for anything

5. “Yes is the answer, what is the question?” is a key mind frame

Operational:

1. Read the Log Book and receive any handover from the Night Manager/Duty Manager.

2. Ensure all the systems are up and running within the telephone operators room, report any defects

3. Know which events and meeting we have in the hotel

4. Familiarize with the local news and major events in the city

5. Answer all guest information in a quick and efficient

6. Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager

7. Maintain guest data base and feed in guest history

8. Attend daily briefings and training

9. Action any pending issues that was logged and follow up with the concerned.

10. Prepared guest complaints summary and communicate the same to your Supervisor.

11. Daily check all meetings, functions, seminars, and event that is taking place during the day

12. Ensure complete courtesy, friendliness and professionalism at all times, smile!

13. Oversee and control all collateral make sure that all collateral is as per the Hotel standards

14. Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.

15. Update Hotel information & promotions and communicate with the Front Office

16. Ensure proper filing system is in place for proper filing of guest records.

17. Maintain standards and up sell where ever possible, follow Quality Assurance check list

18. Any other task as requested by the Front Office Manager

Administration:

1. Establish and maintain effective employee relationships

2. Maintaining all records