Pan Pacific Hanoi

Administration:

• Be fully aware of the hotel guest satisfaction program, ensuring surveys are distributed and returned in sufficient numbers to allow for accurate results.
• Lead and coordinate all activities aimed at increasing the EGCC monthly scores and achieving the monthly Overall Satisfaction targets as well as number of enrolments.
• Communicate on a regular basis the current satisfaction rating and follow up with the relevant departments on any specific areas of complaint to respond to the guest feedback collected through hotel guest satisfaction tool

Guest Service Responsibilities:

• Build and maintain positive relationships with all guests, by interacting directly on a regular basis, in order to fulfil their needs and exceed their expectations,
• Maintain guest history profiles to ensure service can be provided in line with needs, with a particular focus on return guests
• Create a positive hotel image in every interaction with internal and external guests/clients
• Adhere to hotel brand standards
• Coordinate activities and service in the lobby and Club Lounge in line with Brand standards
• Ensure Club lounge food and beverage offering is delivered in accordance with brand standards
• Implement procedures which enhance the guest experience
• Ensure all guest complaints are handled in a prompt and courteous manner, any guest complaints that cannot be adequately dealt with are communicated to the Guest Relations Manager
• Ensure a high standard of cleanliness is maintained throughout the lobby and Club Lounge areas at all times, inspecting on a regular basis.

VIP Attention:

• To be aware of all VIP arrivals and expected visits well in advance, with ultimate responsibility for each and every VIP stay, strictly following PPHG Guidelines for VIP arrival.
• Collect actively in advance all details of the VIP profiles and to update accurately and systematically the guest profile in Fidelio.
• Ensure all departments are aware of the arrival and the necessary actions needed
• Prepare personally the VIP arrival including room, amenity, transfer and greeting at hotel
• Ensure the comfort and satisfaction of VIP during their entire stay, and follow up on any requests or issues
• Prepare the departure ensuring all aspects are covered to ensure a smooth experience.

Training and Human Resources:

•  Create and maintain a strong, cohesive Guest Relations team to ensure staff and guest satisfaction, using Human Resources as a support in this area when required
•  Ensure that all staff are carrying out their duties in accordance with hotel policy and department procedures and brand standard
•  Maintain rosters to ensure continuity of service, whilst fulfilling needs of staff through provision of leave
•  Prepare and administer detailed induction program for new staff
•  Develop and maintain Standard Operating Procedures for the department
•  Implement strategies and incentives to retain staff, identifying any potential high performers and ensure they are given opportunities to develop
•  Identify training needs and implement the necessary on job training to maintain high levels of service and guest satisfaction. This is to be done in close liaison with the Training Manager
•  Attend meetings and training sessions as required
•  Conduct regular Performance Development Reviews on all Guest Relations personnel, using the established hotel process
•  Coach, counsel and provide feedback in a constructive manner to assist in the development of any non performing staff
•  Ensure that any behaviour / actions of the Guest Relations team that requires disciplinary action be correctly managed and documented according to current legislation and in liaison with Human Capital & Development

• Professional working environment.
• Attractive remuneration and insurance package.
• Meals and laundry are provided by the hotel.
• Opportunity to join international training and development programs.
• Special food and beverage discount.
• Hotel discounts worldwide at PPHG hotel brands and Global Alliance hotels for employees and their family members.
• Social Insurance contribution as per Vietnam Labor Law and 24/7 Accident Insurance.
• Annual health check-ups, summer vacation, and many outing activities.

• University graduate, major in Hospitality Management, Business Administration, or any related fields.
• 1-2 years working experience in the same position.
• Be familiar with all room types, and benefits that would be required for the performance of the daily job function.
• Have a pleasant and smiling personality.
• Well grooming and good knowledge of local areas/places of interest, shopping, etc.
• Must be fully conversant with the Front Office computer system.
• Must be good in spoken and written English.
• Third language (Japanese, Chinese) is a bonus.