Nhân Viên Lễ Tân - Oakwood Residence Saigon

SUMMARY:

The Customer Service Representative assists customers with inquiries, resolves complaints, provides information about products and services, and processes customer check-ins and check-outs while delivering excellent customer service to ensure the best possible experience for all guests.

Responsibilities:

• Welcome and greet guests warmly and professionally, addressing them by name whenever possible.
•  Handle guests check-in and check-out procedures accurately, efficiently, and courteously.
• Issue room keys in accordance with established security procedures and policies.
• Coordinate with Housekeeping, Engineering, Security, and other departments to ensure guests’ needs are met promptly.
• Follow company procedures and customer service standards.
• Report guest feedback, complaints, and unusual incidents to management in a timely manner.
• Process cash transactions, billing, and daily financial reconciliations accurately.
• Safeguard the security, privacy, and confidentiality of resident information.
• Respond promptly and professionally to all guest concerns, inquiries, and complaints.
• Maintain cleanliness, organization, and professionalism in all work-related areas during and between tasks.
• Work flexible shifts as required by operational needs.
• Ensure smooth shift transitions by properly endorsing and following up on pending tasks and important information.
• Develop and maintain strong knowledge of the Ascott Star Rewards program to effectively assist and engage guests.
• Perform other duties and functions as may be assigned by the Front Office Manager and Duty Manager or Front Office Supervisor from time to time.
• Participate in any Front Office initiatives and projects.
• Perform any ad-hoc duties assigned.

• Bachelor’s degree in Hospitality Management or related field.
• Minimum 1–2 years of experience in Front Office or hotel operations.
• Previous experience in a hotel front office or similar customer service role
• Good command of English is required; Additional language is an asset
• Exceptional interpersonal skills including communicating, listening, and coaching
• Ability to remain calm and courteous in demanding situations
• Able to work weekends and public holidays as required.
• Capacity to read situations, understand environments and respond accordingly
• Someone who is a good team player, honest, details oriented, neat and tidy