Guest Service Agent (Chinese Speaking)/ Nhân viên Dịch vụ khách hàng (Tiếng Trung)

1. The Role
Under the guidance of the Assistant Front Office Manager, the Chinese-Speaking Guest Service Agent is responsible for delivering efficient, courteous, and personalized service while ensuring smooth Front Office operations.
He/She acts as the primary contact for Russian guests, assisting them with check-in/out, information sharing, complaint handling, and cultural communication.
The agent must be fully familiar with Mövenpick's Operational Standards Manual (OSM) and consistently apply these standards in daily operations.
2. Key Responsibilities
A. Planning & Organizing
Review and update the daily Logbook; note special Chinese guest arrivals, requests, and preferences.
Check equipment at the Front Desk to ensure proper operation.
Maintain impeccable grooming and a professional, friendly manner at all times.
Participate in daily briefings and communicate shifts, VIP arrivals, group details, chinese markets, etc.
Follow Accor & Mövenpick standards related to guest safety, health, and security.
Stay updated on promotions, hotel facilities, and local attractions popular with chinese guests.
B. Operations
Handle check-in, check-out, room allocation, and special requests promptly and accurately.
Serve as the primary communication bridge for Chinese guests, explaining hotel facilities, benefits, promotions, and local recommendations in Chinese
Update guest profiles and ensure accurate guest information in the system.
Assist with cashiering, currency exchange, and settlement transactions.
Respond to guest inquiries with warmth and efficiency, ensuring language clarity and cultural sensitivity.
Support walk-in reservations and inquiries when required.
Handle guest key issuance, message delivery, and information services professionally.
Collaborate closely with Housekeeping, F&B, Engineering, Reservations, and Sales-especially for Chinese corporate accounts or travel agencies.
Attend briefings, take notes, and follow up on assigned actions.
Maintain guest focus at all times-acknowledging every guest with eye contact and a smile.
Ensure seamless handover between shifts.
C. Chinese Market Support Responsibilities
Provide translation and interpretation support for Chinese guests when needed.
Assist Sales & Marketing or Reservations in communicating Chinese market expectations.
Help prepare chinese -language materials (menus, instructions, hotel layouts) when assigned.
Understand chinese guest travel patterns, cultural etiquette, and service expectations.
Support chinese group arrivals and departures, ensuring smooth coordination.