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Front Desk Agent

7 months ago

Ho Chi Minh City, Vietnam SOFITEL SAIGON PLAZA Full time

**Job Description**:
FRONT OFFICE:

- Verify guests' credit, and establish how the guest will pay for the accommodation
- Contact housekeeping or maintenance staff when guests report problems
- Make and confirm reservations
- Issue room keys and escort instructions to bellhops
- Keep records of room availability and guests' accounts
- Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers
- Compute bills, collect payments, and make change for guests
- Record guest comments or complaints, referring customers to managers as necessary - Review accounts and charges with guests during the check out process
- Transmit and receive messages, using telephones or telephone switchboards
- Advise housekeeping staff when rooms have been vacated and are ready for cleaning
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
- Deposit guests' valuables in hotel safes or safe-deposit boxes
- Arrange tours, taxis, or restaurant reservations for customers

GUEST SERVICE:

- Represent Management in grow cultivating and maintaining good relationship and report with guests
- Maintain proper telephone etiquette at all times
- Uphold the standards of personal grooming and set exampled to your co-workers
- Works closely with other departments in the hotel to achieve and maintain the highest standards of service to our guests
- Play the role of a host by welcoming as many guests as possible, including F&B patrons
- Escort guests to rooms for personalized in room check in service
- Make oneself available at the lobby at all times during working hours to offer assistance, service and information to guests
- Inspect all VIP rooms and ensure all amenities and preparation are in order prior arrival. This includes checking the temperature of the room, mini bar provisions, presentation of the room amenities. Cleanliness of the room, VIP fruit basket in room, and the key card etc. Meet, escort and bid farewell to VIPs
- Attend to all inquiries concerning facilities in the hotel
- Conduct house tour and show rooms
- Stay informed of all activities in the hotel, vicinity, the city and country
- Maintain and constantly update this information to guests and staff alike
- You “own” the complaint if you received it. Attend to all guest complaints and problems 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
- Perform assignments and follow instructions given by Front Office Manager and Assistants Manager, as they are also your superiors
- Refer any personal problems, complaints and requests only to Front Office Manager
- 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
- Familiarize with the terminology used in Front Office Department and Hotel
- Accept any assignments given in any area, which the management deems suitable and neccessary

Work Experience
- Good English is a must
- Strong dealing, recommendation skills
- Problem solving skill, good interpersonal skill
- Enthusiastic, careful, team spirit
- Ability to glean information
- Able to work shift
- Knowledge of Opera Hotel
- College/University Bachelor majored in Hospitality
- Be good at spoken and written English and other languages would be an asset
- Be fully conversant with the Front Office computer system
- Have a pleasant and smiling personality
- Experience in the same position in hospitality is a plus
- Able to work shift

**Benefits**:

- Year end bonus base on annual performance
- Public holidays benefits (New Year, Lunar New Year, Liberation Day, International Labour Day, National Day, King Hung’s Death Anniversary)
- Annual leave: 12 days per year (+ 11 public holidays mentioned above) - Social insurance (8%), Health insurance (1.5%), Unemployment insurance (1%) paid by the employee during probation
- 24/7 Personal Accident Insurance
- Parking fee
- 2 duty meals at Staff Canteen
- Uniform covered by the Hotel
- ALL Heartists Card