Dolce By Wyndham Hanoi Golden Lake

POSITION SUMMARY

- Welcoming customers upon arrival and bidding farewell upon departure.

- Acting as the point of reference for guests who need assistance or information.

- Understanding customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.

RESPONSIBILITIES

- Meet and greet hotel guests warmly and courteously.

- Update traffic sheets / Transportation report accurately. 

- Handle complaints promptly and follow up thoroughly on action taken. 

- Abide by established work schedules. 

- Promote in house service and facilities. 

- Answer all guests’ queries regarding meeting room rates, fax, copy machine, computer technology and all equipment efficiently and politely. 

- Update airline schedules and guides the guest whenever requested. 

- Co-ordinate the reservations of meeting room. 

- Ensure cleanliness of work area and clean your work area prior to departing.

- Provide guests with all information on transportation, tours, city, and restaurants either through sales, reconfirmation or bookings. 

- Assist guests with all inquiries, both hotel and non-hotel related. 

- Conduct effective shift briefings to ensure hotel activities and operational requirements are known.

- Maintain detailed knowledge of the activities of the day and alert to any potential problems. 

- Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theaters, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events. 

- Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards. 

- Consult Log Book for information/request left by outgoing shift. 

- Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy. 

- Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests. 

- Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed. 

- Receive telephone calls and take messages for guests who are out, in accordance with hotel policy. 

- Record incoming registered mail, telegram, parcel, telex in appropriate file.

- Frequently check email, message of expected guests against the system/computer and expected arrivals.

- Competitive Benefit

- Salary: Negotiate

ABILITIES / KEY COMPETENCIES / SKILLS

- Good communication and writing skills. 

- Proficient in the use of Microsoft Office.

- Problem solving and organizational abilities. 

- Fluent in English. 

EDUCATION / CERTIFICATES / EXPERIENCE

- Diploma or Vocational Certification in Hotel Management, Business Administration or related field. 

- 01-year experiences in Concierge or related disciplin, or an equivalent combination of education and experience.