Hôtel Perle d'Orient Cat Ba - MGallery Collection

To manage the reservations operations as per hotel standards and make sure procedures are fully known and followed.

To be fully aware of brand values and standards, making sure the same applies to the team.

To work closely with the of revenue management in the department management (reservations & revenue management).

To ensure a proper teamwork and supervise the reservation and telephone operator teams at all times.

To ensure the all incoming and outgoing room reservation requests are attended and handled as per the hotel standards and procedures.

To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.

To recognize potential clients and to transmit information to the revenue management and sales department.

To recognize VIP guests and to apply the concerned policies.

To maintain a good commercial relationship with all the bookers: guests/companies/agencies.

To promote ALL loyalty programs and the hotel promotions.

To ensure the privacy of the guests and that the confidentiality of the information is respected.

To act as representative of the management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own.

To manage any guest complaint in a professional manner, by owning it, resolving it to achieve guest satisfaction and recoding it.

To ask of revenue management for advice in serious cases or if an approval is required.

To be fully aware of and to report all guest comments or complaints.

To ensure that telephone etiquette is properly used as per the hotel standards.

To ensure a perfect knowledge of room types, rates structure and tracking segmentation among the reservation team.

To ensure the accuracy of all booking information entered in the PMS.

To ensure the guest history records are accurately maintained and all recurring guest are pre-registered.

Professional Techniques / Production

To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.

To provide friendly, courteous and professional service at all times.

To maintain good working relationships with your colleagues and all other departments.

To be aware of the hotel’s Employee Handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.

To comply with Qatar legislation as required.

To respond to any changes in the department as dictated by the needs of the hotel.

To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

To attend training and meetings as and when required

Hygiene / Personal safety / Environment

Ensure proper care of all equipment and furniture such as computer, calculators, general office equipment assigned to you and to associates reporting to you

Be well familiar with hotel’s policies and procedures; well acquainted with the physical layout of the Hotel and should acquire a sound knowledge in hotel’s emergency procedures in regard to fire, medical, bomb threats, blackout and evacuation

Wear appropriate business attire (as per Hotel policy) and ensure a proper appearance so as to represent the hotel in the best way

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by Heartists holding this job title. Additional to the above-mentioned requirements a Heartist will at times be expected to perform tasks and duties outside of his/her scope of work as necessitated by work demand.

Social - Health Insurance per labor law / Bảo Hiểm Xã hội - Bảo hiểm Y Tế

Uniform / Đồng phục

Free Accommodation at nice, modern and comfortable staff house.

(Chỗ ở miễn phí tại khu nhà nhân viên đẹp, hiện đại và thoải mái.)

Employee of the Month / Quarter / Year Award / Nhân viên xuất sắc Tháng/ Quý/ Năm

Birthday Celebration / Kỷ niệm sinh nhật

Year End Party / Tiệc Nhân viên cuối năm

International working environment with many Expatriates

(Môi trường làm việc quốc tế với nhiều Quản lý người nước ngoài.)

Special discount with Accor property after 06 months of employment

(Chiết khấu đặc biệt với các KS của tập đoàn Accor sau 06 tháng làm việc)

Excellent opportunities for Career Development with Accor Group as it is # 1 in Asia & Vietnam in term of number of managed property.

(Những cơ hội tuyệt vời để phát triển nghề nghiệp với Tập đoàn Accor vì Tập đoàn hiện đứng đầu ở Châu Á và Việt Nam về số lượng Khách sạn Tập đoàn quản lý.)

PROFILE/ Yêu cầu:

Knowledge & Experience/ Hiểu biết và kinh nghiệm:

• Diploma education./ Chứng chỉ cao đẳng trở lên.

• Minimum 1 year of experience in a similar capacity or minimum 2 years of experience in the area of reservation./ Tối thiểu kinh nghiệm 1 năm ở vị trí Giám sát hoặc 2 năm kinh nghiệm ở cùng vị trí.

• Excellent reading, writing and oral proficiency in English language./ Giao tiếp thông thạo bằng Tiếng Anh.

• Proficient in MS Excel, Word, & PowerPoint./ Sử dụng tin học thành thạo.

• Accor background is a plus/ Đã từng làm việc trong các khách sạn của Accor là điểm cộng.

• Knowledge of Opera system is a must/ Hiểu biết và sử dụng thành thạo phần mềm Opera- bắt buộc.

Competencies/ Năng lực:

• Strong leadership, interpersonal and training skills./ Kỹ năng lãnh đạo, liên lạc, đào tạo tốt.

• Good communication and customer contact skills./ Kỹ năng giao tiếp và liên hệ khách hàng tốt.

• Service oriented with an eye for details./ Óc quan sát tỉ mỉ, chi tiết.

• Ability to work well in stressful & high-pressure situations./ Có khả năng làm việc dưới áp lực cao.

• A team player & builder./ Xây dựng và điều hàng đội ngũ.

• A motivator & self-starter./ Năng động, nhiệt tình.

• Well-presented and professionally groomed at all times./ Diện mạo và tác phong chuyên nghiệp mọi lúc mọi nơi.

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