Club Service Agent - Nhân Viên Lễ Tân Khu Vực ClubInterContinental Hanoi Westlake

WHAT'S THE JOB: Responsible for welcoming guests, handling their complaint and queries, ensuring guest satisfaction, making their stay as comfortable and enjoyable as possible. Room checking and implements all the activities of the department in order to achieve guest' satisfaction.
YOUR DAY-TO-DAY
Keeps a visible and active presence in the Lobby asking all guests and visitors if they require assistance.
Maintain friendly rapport, courtesy and politeness with guests in order to ensure their goodwill and repeat business
Welcomes, greets and escorts all arriving guests when possible to their located rooms wherein a personalized check-in is to be facilitated
Serve welcome drink for all arrival guests
Review daily VIP arrivals to check room allocations, amenities and special requests
Preview VIP' next day arrivals, ensuring that those with special requests and those accorded special status by hotel are highlight to Management and necessary related functions are actions
Prepare requisitions for amenities on a timely basis
Prepare and checking all VIP key card holder, room, registration card, etc
Ensure IHG Rewards Club members consistently receive all benefits, repeat guests and other VIP's receive special recognition and personalized service
Liaise with other departments and necessary outside contracts to ensure excellent service delivery
Familiar with the hotel's policies and procedures, product, service, rates, special events, city and local information and promotes whenever possible
Aware and familiar with measures and procedures to follow during emergency situations
Be totally familiar with room amenities, layout, rate structure, outlets (e.g. promotions, banquet, function, party etc.)
Promote resort sales and in-house facilities
Handles guest's complaint or requests and liaise with the department concerned to ensure immediate follow up
Bid farewell to departure guests
Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
Be a friendly face and helping hand to our guests
Look smart - wear your uniform with pride
Other ad-hoc duties - unexpected moments when we have to pull together to get a task done
May assist with other duties as assigned by management