Nộp đơn dễ dàng
Nộp đơn dễ dàng
Nộp đơn dễ dàng
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Mô tả công việc
Guest Interaction
1. Acts as the BT Ambassador; presentable and visible in the lobby or other public areas, in order to manage during high foot traffic.
2. Focus on guest satisfaction touchpoints compliance throughout customer journey and identify
improvement opportunities.
3. Share guest insights and feedback on Brand Signature Standard during morning briefing to GM, HOD, and associates, if any
4. Oversee and monitor the service quality of the Guest Experience Sequence as per BT Host concept.
5. Always ensure that all guest needs and requirements are met and to demonstrate a high and consistent level of organization & management.
6. Read daily log sheet, preferable before it’s sent out depending on the shift. As well as the daily courtesy
contact report.
7. Build rapport with all in-house guests and maintains interaction to facilitate guest recognition and if opportunity occur, obtain specific individual needs, likes and dislikes in order to maintain guest history files.
8. Finds way to make sure the guest preferences in the Opera system are maximized for the guests highest satisfaction benefit.
Reporting and Action plans
9. Conduct monthly HOD Meetings to communicate Brand compliance, performance, support, and follow- up on action plan, in relation to and not limited to Guest Satisfaction scores, BAA and LQA.
10. Guardian of the Signature Standards which are part of the brand book. As well as property’s brand book
and In charge of reviewing and adjusting ANNEXO and Guest journey when there is operational procedures changes within hotels.
11. Manage Upselling reports for FOM. Discuss with FOM for monthly and annual targets. Upselling includes Room, F&B outlets, Destination Dining, Excursions and Spa. Track upselling and work on improvement plans to attract further upselling.
Trainings
12. Develop and lead specialized training programs focused on luxury service protocols, etiquette, and refined interpersonal skills.
13. Inspire and empower the team to anticipate and deliver exceptional service in a luxury setting.
14. Manage, if encountered, guest complaints, inquiries, and comments, log them and initiate appropriate action, follow up, keep Front Office Team updating
15. Maintain the privacy and ensure security of in-house guests.
16. Ensure that the guest leaves the hotel with total satisfaction and, if there is any unsatisfactory incident, FOM or higher position, has met the guest to solve the problem and apologize to the guest personally before check-out.
17. Responsible to provide training during Associate Orientation of Brand Book and specific Property Brand Book
Quality Tasks
18. Daily quality update and guest review in HOD meeting, as well as monthly and quarterly quality meeting with HODs and Cluster Quality Managers
19. Ensure adherence to brand signature standards and operational procedures through regular quality audits.
20. Conduct inspections of the public areas of the main lobby ensuring a high standard of cleanlines s and maintenance and initiate appropriate action where necessary.
21. Responsible to have available the most updated property and destination information; which will include. Experience guide for FO and Reservation and the Out & About – which will offer best tips for the guests.
22. Review all the guest feedback channels, Brand Assurance Assessment (BAA) and Mystery Shopper Audit and review action plans to support Quality Champion to ensure that Guest Satisfaction scores improve.
23. Support GM/HM to lead and grow all guest experience initiatives within the property
24. Attend quarterly Experience Manager calls; Brand HQ will inform of the needed supporting documents for review or discussion
25. Actively participate in any other Brand HQ support project.
26. Have complete knowledge of brands standards and unique selling points of each brand
27. Report if any associate is not complying with hotel’s policy and procedure.
Quyền lợi được hưởng
• Attractive benefits
• Accommodation, transportation, meals and uniforms provided
• General insurance provided for inpatient medical treatment
• Outpatient medical treatment claims
• Opportunity to attend various professional training courses
• Opportunity for promotion and transfer within the group
• Opportunity to experience at Hotels and Resorts belonged to Banyan Group
Yêu cầu công việc
- Excellent English language skills
- Fluency in one or more additional languages apart from English
- Good customer relations skills
- Positive outgoing personality
- Ability to lead, motivate and develop a team of individuals
- Ability to work flexible hours
- Detailed knowledge of working practices of operations
- Ability to cope with pressure
- Analytic and Training Skills
- Attention to detail and creative thinking
- Luxury hotel industry knowledge
Yêu cầu hồ sơ
- CV in English with recent updated photo to us
- Like us on Facebook for more job opportunities at Laguna Vietnam Facebook: Laguna Lăng Cô Tuyển Dụng ( https://www.facebook.com/tuyendunglaguna)
Laguna Lăng Cô là dự án phát triển điểm đến nghỉ dưỡng và ngôi nhà thứ hai cao cấp hàng đầu thế giới tại miền Trung Việt Nam của Tập đoàn Banyan Tree, đồng thời là khu nghỉ dưỡng tích hợp đẳng cấp thế giới đầu tiên tại Việt Nam. Cộng đồng rộng 280 ha tọa lạc gần Vịnh Lăng Cô, được bao quanh bởi bãi biển dài 3 km ở vùng Chân Mây nhìn ra Biển Đông, một khu vực nổi tiếng với bờ biển hoang sơ, cảnh quan thiên nhiên và gần các Di sản Thế giới được UNESCO công nhận.
Laguna Lăng Cô là bước đột phá đầu tiên của Banyan Tree tại Việt Nam, mang đậm nét đặc trưng của Laguna Phuket, cộng đồng nghỉ dưỡng tích hợp hàng đầu của công ty ở miền nam Thái Lan. Dự án phát triển bao gồm các khách sạn và spa mang thương hiệu Banyan Tree và Angsana, sân gôn 18 lỗ vô địch do Ngài Nick Faldo thiết kế, các biệt thự và nhà ở tư nhân sẵn sàng để bán, cơ sở hội nghị và vô số hoạt động giải trí cho khách ở mọi lứa tuổi.