[TRU Hà Nội] - Guest Operations Team Member

Position Purpose

The Guest Ops TM will play a key role in ensuring the overall comfort, cleanliness, and satisfaction of our guests. The ideal candidate will be detail-oriented, proactive, and possess a positive attitude, with a strong commitment to delivering exceptional guest service.

Duties & Key Responsibilities

Customer Service Excellence:

• Maintain a high level of customer service awareness.

• Greet guests with a sincere and friendly tone, ensuring they feel welcome.

• Proactively address guest inquiries and requests quickly and accurately, including information on hotel services, amenities, and surrounding areas.

• Recognize Honorary Club members and ensure they receive their benefits with high-quality, professional service.

• Ensure privacy and confidentiality of guest information consistently.

Proactive Communication & Problem Solving:

• Maintain a positive attitude and proactively communicate with guests and colleagues to resolve issues effectively.

• Provide suggestions to improve hotel operations and guest experience.

• Ensure that any issues, incidents, or concerns are promptly reported to the supervisor or manager.

• Proactively recommend hotel services, facilities, and local attractions to guests.

Guest Check-in & Check-out:

• Process guest check-ins and check-outs efficiently, ensuring all information is accurate, including Hilton Honors Club and payment methods.

• Record guest preferences, special requests, and ensure timely checkout.

• Maintain accurate guest profiles and input all reservation details into the hotel management system.

Handling Payments & Transactions:

• Accept and process payments (cash, credit cards, vouchers, etc.) in accordance with hotel policies.

• Ensure the accuracy of all billing and provide efficient checkout services for guests.

• Complete all transactions in a timely and accurate manner, ensuring compliance with the hotel’s financial regulations.

Room & Luggage Management:

• Assist with room reservations, ensuring accurate room assignments based on guest preferences and availability.

• Manage guest luggage, ensuring it is stored securely and delivered promptly as needed.

• Ensure all guest luggage is handled with care and in accordance with hotel policies.

Inventory & Store Management:

• Oversee the management of the convenience store, ensuring the inventory is well-stocked and updated regularly.

• Monitor stock levels and perform necessary inventory checks to prevent waste or shortages.

Safety & Compliance:

• Follow safety protocols and be familiar with emergency procedures, including fire safety.

• Ensure all operations adhere to hotel rules and regulations to maintain a safe environment for both guests and staff.

• Report any incidents or issues to the supervisor or manager immediately.

Restaurant & Food Service:

• Be familiar with the restaurant’s menu and beverage list to effectively communicate and recommend options to guests.

• Ensure guests are seated according to their preferences (smoking/non-smoking areas) and introduce yourself with a warm greeting.

• Assist in delivering food and beverages to guest rooms in a timely manner.

• Maintain cleanliness of the restaurant area, including equipment and tables, to ensure a pleasant dining experience.

Professional Appearance & Conduct:

• Maintain a professional and courteous appearance consistently.

• Show respect and provide excellent service, avoiding offensive language and behaviour.

• Continuously reflect on personal and professional quality of service to improve guest experience.

Collaboration & Teamwork:

• Communicate and cooperate effectively with all departments to ensure smooth and efficient operations.

• Assist other departments as needed, including Front Desk, Kitchen, and Housekeeping.

Additional Duties:

• Perform other reasonable duties as assigned by the supervisor or manager.

• Be flexible in assisting with various tasks that may arise during your shift.

• The department reserves the right to change or supplement the job description if necessary.