Position summary

Guest Relations Officer is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive. The GRO provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering.

Primary Responsibilities

Play the role of a host by welcoming the guests.
Make oneself available at the lobby at all times during working hours to offer assistance, service and information to guests
Be especially attentive to repeat guest and other VIP guests
Attend to all guest complaints, especially VIP and Club guest and ensure that they are resolved to the guests’ satisfaction. Log down all complaints and problems and refer to superior if you are unable to resolve it t guests’ satisfaction.
Work closely with Housekeeping and ensure that all VIP/Club room is carefully checked
Assign rooms for incoming VIP/Club guests according to room rates and guests’ requests
Prepare and check showroom as request
Inspect all VIP rooms and ensure all amenities and preparation are in order prior arrival.
Check-in/check-out guests adhere to hotel procedure.
Handle emails, messages, special requests and provide information and assistance to the guests.
Ensure the set-up at the Lounge is ready for daily breakfast/afternoon tea/evening cocktails
Ensure that all public areas are kept neat, tidy and clean at all times.
Familiarize with all room types, packages, room rates, operating hours, types of F&B outlets, etc that would be required for the performance of the daily job functions.
Familiarize with hotel’s emergency procedures and policies in order to play an active role in the event of an emergency.
Works closely with other departments in the hotel to achieve and maintain the highest standards of service to our guests
Comply with other request from hierarchical supervisor(s) in a timely manner, and other duties in the hotel as and when required by business levels.

Talent Profile

· Vietnamese or Korean nationality

· Graduated from Tourism schools

· Service-minded

· Good communication skill