Mô tả công việc
Customer Service
• Investigate who are our guests by contacting other Hyatt properties, searching on internet, using other resources at hand.
• Assists in greeting and escorting VIP and Long Stay guests and ensures that all the hotel associates provide attentive services to them at all times.
• To ensure that guest history records are accurately maintained, all repeat guests are pre-registered and GEM notes are shared.
• Make sure the necessary service recovery is provided when required to ensure that our Guests issues have promptly been resolved and their expectations have been met & exceeded.
• Personally interact with We Care guests or returned V8 guests to ensure that they are kept happy customers.
• Personally and frequently interact with guests and confirm that they are receiving the best possible service during their stay with us.
Operational
• Ensures to do spot checks of daily arrival VIP rooms, special request rooms and long stay guest rooms.
• To Champion the GEM project in the Hotel by improving the usage and obtaining of guest’s preferences within all guest contact departments.
• To ensure that HySat Net Promoter Score (NPS) of the Front Office Team is achieving the target on monthly basis.
• To focus and improve the score of Hysat “Remembers me and my preferences” along with effective use of the GEM.
• Prepare weekly VIP 1, 2, 3, CC, LGL, GLOB, EXP, DIS report 6 days prior and 3 days prior to arrival to ensure advance preparation of special requests.
• Once a week, check Medallia Response to understand guest feedback and conduct refreshment training with Front Office Team accordingly.
• Ensures that all VIP and long stay guests are met on arrival in person or together with Front Office Manager or RDM.
• To ensure that all daily arrival (V.I.P. rooms / special request rooms / long stay guest rooms etc. ) are pre-blocked in advance,. Housekeeping and Room service is notified of the room allocation and each room is prepared with the appropriate welcome amenities along with welcome letter.
• Responds to the room results of the HySat reports and ensures that the following actions are thoroughly implemented:
- Positive comments: Share with all associates during briefing
- Passive comments: Need to review with Front Office Manager/ Coaches for improvement opportunities.
- Negative comments: Discuss with Front Office Manager
• Presence should always be in the front of house during lobby presence time defined by RDM.
Personnel
• Conducts bi-monthly Performance Development Discussions with Host team associates and supports them in their professional development goals.
• Develops the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and or mentoring.
• Conduct and supervise checking test to ensure Front Office associates are respecting Forbes standards
• Conduct and supervise random quality check to ensure Front Office associates have a good knowledge of room’s packages benefits.
• Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
Other Duties
• Ensures high standards of personal presentation and grooming at all times.
• Maintains good relationship with all hotel guests and employees.
• Carries out any other reasonable duties as assigned or instructed by the Front Office Manager or Room Division Manager.
Quyền lợi được hưởng
- DE&I, care-driven culture, and collaborative, team-driven environments
- Professional learning and development opportunities
- Associates Social Space (Designed by colleagues for colleagues) and Associate Social Activities
- Complimentary 2 duty meals per working shift and team menu designed by our Chef once per week
- Be provided uniform and laundry service
- Discount 50% for F&B service at our restaurants
- Complimentary accommodation at selected Hyatt properties worldwide
- Free parking at our associate parking area
Yêu cầu công việc
- Work experience in event management/planning/directing
- Work experience in a luxury hotel or in an international hotel chain
- A diploma in hospitality management or any hospitality-related field
- Great problem solving, organizational, analytical, and coordinating abilities
- Excellent communication skills and great interpersonal skills
- Ability to work as part of a team
- Strong knowledge of Event and Project management
- Great leadership skills
Yêu cầu hồ sơ
• Direct application to: Human Resources Department, Park Hyatt Saigon, 2 Lam Son Square, District 1
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