Mô tả công việc
Reception and First Impression
Greet VIP guests, frequent guests, or special groups with high-standard service.
Assist with quick check-in and check-out procedures, prioritizing a comfortable experience for guests.
Introduce information about hotel amenities, programs, and activities.
Guest Care During Stay
Maintain interaction with guests to listen to their feelings and needs and promptly address any issues that arise.
Send letters/greetings/flowers/gifts on special occasions such as birthdays, anniversaries, etc., according to personalized service regulations and hotel standards.
Monitor special requests from guests and ensure they are fulfilled fully and on time.
Handling Feedback & Complaints
Record all guest feedback with a professional and proactive attitude.
Proactively apologize, propose temporary solutions, and coordinate with relevant departments to resolve issues completely.
Report serious or complex incidents that exceed your authority and handling capacity to your superiors for appropriate and timely action.
Enhancing Customer Experience & Building Relationships
Introduce, advise, and assist in booking hotel services (spa, restaurants, entertainment activities, etc.) to enhance customer experience and satisfaction.
Remember customer names, habits, preferences, etc., to create a friendly and personalized service.
Encourage and advise customers to participate in loyalty programs.
Internal Coordination & Reporting
Act as a liaison between customers and departments such as Housekeeping, Food & Beverage, Engineering, etc., to ensure all requests are met.
Record shift handover logs, summarize feedback, and suggest improvements to service quality.
Assist in monitoring and updating customer loyalty records and CRM data.
Encourage Feedback and Measure Customer Satisfaction
Proactively invite guests to leave reviews on platforms such as Google, TripAdvisor, Book*******, Agoda, Facebook, etc., or conduct internal hotel surveys.
Guide guests on how to leave reviews in the simplest way, while skillfully choosing the appropriate time (when satisfied, at check-out, etc.).
Monitor Satisfaction Indicators on Social Media and OTAs
Regularly monitor guest ratings and comments on online platforms (TripAdvisor, Booking, Agoda, Google, Facebook, etc.).
Compile positive and negative feedback and propose improvement actions to superiors.
Collaborate with the Marketing & Sales department when necessary to publicly respond to important reviews.
Regularly report key metrics: average rating, percentage of positive reviews, and the number of reviews increasing/decreasing weekly/monthly.
Yêu cầu
6 months to 1 year of experience in hospitality, customer service, hotel, or restaurant operations is preferred.
Proficient in spoken Russian to communicate effectively with Russian-speaking guests.
Strong interpersonal skills, emotional intelligence, and problem-solving ability.
Pleasant appearance, confident, and professional demeanor.
Willingness to work on a rotating shift schedule, including weekends and public holidays.
Familiarity with basic computer applications and customer service systems (e.g., reservation or PMS software) is preferred.
Quyền lợi
Working 5.5 days per week.
Full salary and service charge provided during the probation period.
Competitive salary, with staff accommodation or transportation allowance provided.
Full benefits including insurance, annual leave, and holiday bonuses.
Relocation support and annual home visit benefits.
Annual Leave: 12 days of annual leave, with 1 additional day added each year.
Employee Birthday: one paid day off and birthday gift.
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