PHÚ YÊN | Wink Tuy Hoa Beach Unscripted by Hyatt | Wink Coach (Giám sát Lễ tân)

• Ensuring arrivals and arrangements upon departure are properly executed in an efficient, friendly and effective manner
• Ensuring strict room key control system is implemented, carried out and accurately recorded in collaboration with Engineering and Housekeeping Department
• Ensuring the correct implementation of all cash-handling and credit payment procedures, according to internal software and hardware systems and local law when relevant
• Ensuring that the FOH team is knowledgeable of rates and proactively promote room sales to potential walk-in guests
• Being knowledgeable about the hotel (facilities, amenities, app, machines, etc.) and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest
• Accurately facilitating the input of all reservations including guest information and their preferences and boking history
• Ensuring rooms are allocated in accordance with guest requirements and business needs
• Monitoring all outstanding payments and liaising with Sales & Marketing and Finance & Accounting departments with integrity
• Ensuring all check-in/out procedures are implemented in accordance with established standards for maximum efficiency
• Ensuring the payment and booking policies and procedures of foreign currency exchange, credit card use, credit shells, and no-shows are adhered to
• Communicating with guests to check engagement and further needs
• Ensuring implementation of standard operating procedure and all policies & procedures related to the department
• Ensuring that all guest requests and complaints are handled appropriately while adhering to the hotel's general guidelines for service recovery
• Communicating positively to the team and following up effectively on guest feedback
• Ensuring the thorough collection and accurate recording of guest profile information
• Providing a safe working environment in compliance with the company's set safety programs
• Being responsive, warm, proactive, friendly and provide personalized approach on every means of communications channels with the guests, such as: phone, devices, tablets, chat messages like whastapp, zalo, viber, etc.