experience curator - Giám sát chăm sóc khách hàng

• Contribute to the hotel and team by sharing new ideas and suggestions for best guest experience service and service improvements where needed, being innovative and creative to provide quality service and customer care to team members and guests
• Determine guest preferences/needs prior to arrival, during their stay and provide personalized services to the guests.
• Maintain awareness of guests' profile and specific preferences, especially VIP guests, ensuring that they are acted upon for each reservation.
• Take an active role in update guest preferences, especially VIP guests, Top 100 Best Guests on guest profile on Opera PMS and GPM.
• Check and complete the registration process (especially VIPs) by warmly welcoming guests on arrival, ensuring that they feel expected and immediately "at-home" when they arrive, escorting guests to the room to ensure smoothly arrival experience
• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors numbers enquired about, and method of payment is secured
• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.
• Maintain professional relationship with the guests; communicate and coordinate efficiently between guest and related departments to fulfil guest requisitions
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed
• Listen and extend assistance in order to resolve any problems guests might encounter at their satisfaction.
• Plan and implement detailed steps by using experienced judgment and discretion, to enhance guest experience.
• Record guests' complaints, conducting thorough research to develop the most effective solution and negotiate results.
• Update daily guest stay experience KPIs, utilize existing data to analyze trend, propose and implement appropriate solution to resolve problem incidence, improve problem resolution and enhance stay experience.
• Ensure a prompt and efficient departure, by settling guests' accounts as per billing and reservation instructions. Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received
• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting
• Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups. Ensure the hand-over tasks are clearly communicated amongst the team and follow up properly.
• Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly
• Adhere to the company's credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest
• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money