Grand Mercure Danang Hotel

• Monitors front office personnel to ensure guests receiving prompt, cordial attention and personal recognition.

• Provide upscale guest service experiences for clients throughout their stay

• Ensure clients are properly greeted upon their arrival

• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

• Coordinate luggage collection and storage

• Oversee check-in and check-out procedures, including reservations and financial transactions

• Promptly address guests’ requests, like buggy request, in-room dining, spa booking, yoga and meditation booking…

• Actively listen to and resolve complaints

• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns

• Inform clients of our hotel services, tours and activities.

• Promote all hotel amenities, conveniences and programs offered

• Manage guest relations with other departments to ensure we comply with all standards and operating procedures

• Examine daily duties, assign tasks and check on progress

• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings

• Establish friendly relationships with regular hotel clients

• Providing reports to managers on the guest’s feedback and hotel facilities and activities.

• Assumes overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair, and well maintained.

• Inspects frequently for cleanliness and orderliness, all the outlets, on a random basis, VIP rooms prior to arrival

• Schedules and regularly conducts routine inspections of areas.

• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees

- Nhiều cơ hội việc làm thăng tiến trong công việc

• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role

• Understanding of all hotel management best practices and relevant laws

• Proficiency in English; knowledge of other languages is a plus

• Customer service drive with outstanding communication and active listening skills

• Excellent problem-solving and multitasking skills

• Leadership skills along with the ability to motivate staff.

• Ability to work flexible hours (weekend, public holidays, overtime…)

• Strong sense of responsibility and a professional presentation

• BSc degree in Hospitality Management, Tourism, Business Administration or relevant field