[melia vinpearl phu quoc] Guest Relation Officer

1. Achieve positive outcomes from Guest queries in a timely and efficient manner
2. Solve any guest complaint, follow up through the stay and farewell.
3. Prepare the guest courtesy order for amenities or special requests.
4. Promote hotel's activities and events.
5. Actively promote TripAdvisor, social media and guest quality questionnaire.
6. Performs daily courtesy calls to the guests.
7. Keeps a record of courtesy calls, gift always, complaints, etc.
8. Prepares welcome letters and ensures the signature of General Manager, Hotel Manager or Gex Director.
9. Provokes the encountered with the guests in order to stablish conversations regarding the stay.
10. Join the briefing when Guest Service Manager is not available.
11. Ensure an efficient reception experience for Guests, including check in/out, and complete
audit procedures, as required.
12. Attend the Executive Lounge and Executive Floor Reception.
13. Ensure that GEX Director is kept fully aware of any relevant feedback from guests and, or, other departments.
14. Demonstrate a high level of customer service at all times.
15. Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.