Guest Relations Officer

Financial and Revenue Responsibilities
- Whenever get a chance, GRO have to up-sell the hotel product, as GRO will have more chance to chat with the guest, and at this point, GRO have to be professional to know the product knowledge in the hotel.
Training and Human Resources Management
- Good guest relationships skills needed.
- To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Hotel Metropole Hanoi staff handbook.
- Maintains and neat and tidy appearance at all times
- Follow strictly Sofitel Grooming Standard
- Be fully conversant with 3 Sofitel value, 5 keys of luxury and Brand Magnifiers
- Maintain a excellent relationship between all the members of the team
Guest Service Responsibilities
- During her duty GRO is expected to act as a hotel representative to welcome and fare well all customers, to keep standard in terms of appearance, attitude, smile & guest relationships.
- GRO has a key responsibility in Guest satisfaction
- The GRO is responsible to do the candle ritual in the evening
- Ensure that; whenever possible, guest receive personal recognition.
Operation
- Effective communication to solve guest's issue immediately or in shortest delay.
- GRO should standby at all times in the Metropole and Opera lobby in designed position
- The GROs stand by at the main entrances always bring the GRO arrival list to check guest name to escort the guests right away to their room in MW Reception, OW Reception or Club Reception for registration.