Guest Experience Agent

5 days ago

Phú Quốc, Vietnam Radisson Blu Resort Phu Quoc- Rooms Full time

**AREAS OF RESPONSIBILITY**

**Guest Experience and Front Office**
- Greet, meet, escort guests and offer general information. Oversee the Lobby area, be present and pro-actively approach guests, especially if they have difficulties with communication (language barrier).
- Accommodate the requests and needs of all guests. The Guest Experience Agent is required to greet and help check-in guests, make recommendations, advise and upsell rooms and related services, assist in checking-out and farewell guests, especially Russian-speakers, VIP guests and Radisson Rewards members.
- GEA is required to conduct their duties in a courteous and efficient manner, in accordance with the Resort’s policies and procedures, ensuring that a high level of service is maintained at all times.
- On the day of arrival, ensure all special requests are followed up (special room decorations, extra bed etc.)
- Check transportation arrangements of arriving guests, especially VIPs, ensure the rooms are ready upon guest arrival and stand by to welcome.
- Welcome guests during check-in and give a fond farewell upon checkout. Help other team members communicate with Russian-speaking guests.
- Ensure that all check-in and check-out procedures are handled smoothly without unnecessary delays.
- Have up-to-date information on daily room occupancy, arrivals and departures.
- Provide hands on support to Front Desk and Concierge teams, including translation to and from Russia.
- Communicate product knowledge and company philosophy to visitors and guests.
- Keep abreast with Resort’s product knowledge, daily activities, functions and special events, motivating guests to utilise the facilities and services.
- Maintain regular contacts with guests. Obtain guest feedback. In an event of a complaint, take immediate actions to come up with solutions.
- Maintain guest folios in the manner instructed and enter useful information about guest preferences and background.
- Record daily activities and complaints and inform the respective department heads.
- Prepare and coordinate the distribution of guest amenities, welcome letters and special set-ups for VIPs.
- Inspect VIP rooms and make sure amenities are in good order prior to guests’ arrival.
- Escort VIP guests to their allocated rooms and introduce facilities and room features.
- Invite guest to join Radisson Rewards and introduce the benefits.
- Perform basic cashier activities as and when required.
- Help ensure security of cash drawer and accuracy with personal cashiering, when working at the Front Desk area.
- Communicate effectively with Guest Service & Concierge on guest needs and schedules.
- Ensure work area is kept neat and tidy.
- Possess sound knowledge of Food & Beverage offerings and tasks to be able to assist with guests’ encounters, when necessary
- Maintain informative handover to the GSA and other GE team members, ensuring that all relevant information is passed on clearly.

**General**

Create 100% guest satisfaction by providing the “Yes I Can” experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.
- Listen with empathy, find solutions and follow through when resolving guest’s problems.
- Assume responsibility to notice when the guest is not satisfied and use best judgment as to when it is appropriate to provide service recovery.
- Perform other duties required to provide the Radisson Blu brand behaviours and genuine hospitality.
- Adhere to all hotel policies and procedures.
- Keep GE Supervisor/Manager & Duty Manager promptly and fully aware of all problems or unusual matters of significance.
- Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position.
- Maintain a favourable working relationship with all hotel employees.

**REQUIREMENTS**
- Minimum one - two years front office experience, in a public contact position
- High school diploma required, bachelor’s degree preferred
- Strong computer systems skills including; reservations and reporting systems
- Excellent communication skills, ability to influence situations
- Able to collaborate effectively with other hotel employees and managers to ensure teamwork
- Strong Microsoft Office suite and reporting system skills, PMS,
- Ability to work a flexible schedule
- General knowledge of the location and its attractions.
- Extensive knowledge of the hotel, its services and facilities

CAREERS
Join us in our mission to make every moment matter for our guests and be part of the most inspired hotel company in the world. At Radisson Hotel Group we believe that people are our number one asset. As one of the world’s largest hotel companies, we are always looking for great people to join our team. If this sounds like an ambition you share, then start with us.

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