guest relation officer/ Nhân Viên Chăm Sóc Khách HàngInterContinental Hanoi Westlake

• Report duty on time in full uniform. Be smart and well groomed at all time and maintain a friendly cheerful attitude
• Prepare amenity cards for VIPs
• Welcomes greets and escorts all arriving guests when possible to their located rooms wherein a personalized check-in is to be facilitated
• Courtesy and politeness are to be observed at all times and freely communicate with guests
• Assist in facilitating a fast, smooth and pleasant check-out
• 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 and checking all VIP key card holder, room, registration card, etc
• Keeps a visible and active presence in the Lobby asking all guests and visitors if they require assistance.
• Values good grooming, personal hygiene, and complies with hotel's health and safety
• Familiar with the hotel's policies and procedures, product, service, rates, special events, city and local information and promotes such whenever possible
• Aware and familiar with measures and procedures to follow during emergency situations
• Responsible to arrange flowers and fruits for in-house and arrival guests
• Co-ordinate with Housekeeping department and the reception to ensure that rooms assigned to VIP guests are in order.
• Be totally familiar with room amenities, layout, rate structure, outlets (e.g. promotions, banquet, function, party etc.)
• Assist in whatever way to promote and up sell the hotel's products and services
• Ensures that all repeat guests are accorded personalized service recognize and welcome
• Handles guest's complaint or requests and liaise with the department concerned to ensure immediate follow up
• Make courtesy calls, provide assistance and arrange flowers or fruits to the sick guests.
• Check the guest birthday list on daily basic for preparation and dispatching of birthday cards and cakes to guests
• Maintain friendly rapport with guests in order to ensure their goodwill and repeat business
• Bid farewell to departure guests
• Be familiar with the Business Center daily operation
• General understanding of the Front Office and House Keeping operations in regards to guest accommodation
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Perform any other duties which may be assigned by the management from time to time.