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Location: 131 Le Duan, Cua Nam, Ha Noi
Position Purpose
The Guest Ops TM will play a key role in ensuring the overall comfort, cleanliness, and satisfaction of our guests. The ideal candidate will be detail-oriented, proactive, and possess a positive attitude, with a strong commitment to delivering exceptional guest service.
Duties & Key Responsibilities
Customer Service Excellence
Maintain a high level of customer service awareness.
Greet guests with a sincere and friendly tone, ensuring they feel welcome.
Proactively address guest inquiries and requests quickly and accurately, including information on hotel services, amenities, and surrounding areas.
Recognize Honorary Club members and ensure they receive their benefits with high-quality, professional service.
Ensure privacy and confidentiality of guest information consistently.
Proactive Communication & Problem Solving
Maintain a positive attitude and proactively communicate with guests and colleagues to resolve issues effectively.
Provide suggestions to improve hotel operations and guest experience.
Ensure that any issues, incidents, or concerns are promptly reported to the supervisor or manager.
Proactively recommend hotel services, facilities, and local attractions to guests.
Guest Check-in & Check-out
Process guest check-ins and check-outs efficiently, ensuring all information is accurate, including Hilton Honors Club and payment methods.
Record guest preferences, special requests, and ensure timely checkout.
Maintain accurate guest profiles and input all reservation details into the hotel management system.
Handling Payments & Transactions
Accept and process payments (cash, credit cards, vouchers, etc.) in accordance with hotel policies.
Ensure the accuracy of all billing and provide efficient checkout services for guests.
Complete all transactions in a timely and accurate manner, ensuring compliance with the hotel's financial regulations.
Room & Luggage Management
Assist with room reservations, ensuring accurate room assignments based on guest preferences and availability.
Manage guest luggage, ensuring it is stored securely and delivered promptly as needed.
Ensure all guest luggage is handled with care and in accordance with hotel policies.
Inventory & Store Management
Oversee the management of the convenience store, ensuring the inventory is well-stocked and updated regularly.
Monitor stock levels and perform necessary inventory checks to prevent waste or shortages.
Safety & Compliance
Follow safety protocols and be familiar with emergency procedures, including fire safety.
Ensure all operations adhere to hotel rules and regulations to maintain a safe environment for both guests and staff.
Report any incidents or issues to the supervisor or manager immediately.
Restaurant & Food Service
Be familiar with the restaurant's menu and beverage list to effectively communicate and recommend options to guests.
Ensure guests are seated according to their preferences (smoking/non-smoking areas) and introduce yourself with a warm greeting.
Assist in delivering food and beverages to guest rooms in a timely manner.
Maintain cleanliness of the restaurant area, including equipment and tables, to ensure a pleasant dining experience.
Professional Appearance & Conduct
Maintain a professional and courteous appearance consistently.
Show respect and provide excellent service, avoiding offensive language and behaviour.
Continuously reflect on personal and professional quality of service to improve guest experience.
Collaboration & Teamwork
Communicate and cooperate effectively with all departments to ensure smooth and efficient operations.
Assist other departments as needed, including Front Desk, Kitchen, and Housekeeping.
Additional Duties
Perform other reasonable duties as assigned by the supervisor or manager.
Be flexible in assisting with various tasks that may arise during your shift.
The department reserves the right to change or supplement the job description if necessary.