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[Tru Nam Định] - Guest Operations Team Member

TRU BY HILTONVietnam

30+ ngày trước

Mô tả công việc

Số lượng

2 Nơi làm việc

Loại hình

Ngành nghề

Vị trí

Cập nhật

23 / 05 / 2025 09 : 07

Mô tả công việc

Location : 272 Trần Hưng Đạo, Bà Triệu, Nam Định

Position Purpose

The Guest Ops TM will play a key role in ensuring the overall comfort, cleanliness, and satisfaction of our guests. The ideal candidate will be detail-oriented, proactive, and possess a positive attitude, with a strong commitment to delivering exceptional guest service.

Duties & Key Responsibilities

Customer Service Excellence :

Maintain a high level of customer service awareness.
Greet guests with a sincere and friendly tone, ensuring they feel welcome.
Proactively address guest inquiries and requests quickly and accurately, including information on hotel services, amenities, and surrounding areas.
Recognize Honorary Club members and ensure they receive their benefits with high-quality, professional service.
Ensure privacy and confidentiality of guest information consistently.

Proactive Communication & Problem Solving :

Maintain a positive attitude and proactively communicate with guests and colleagues to resolve issues effectively.

Provide suggestions to improve hotel operations and guest experience.

Ensure that any issues, incidents, or concerns are promptly reported to the supervisor or manager.

Proactively recommend hotel services, facilities, and local attractions to guests.

Guest Check-in & Check-out :

Process guest check-ins and check-outs efficiently, ensuring all information is accurate, including Hilton Honors Club and payment methods.

Record guest preferences, special requests, and ensure timely checkout.

Maintain accurate guest profiles and input all reservation details into the hotel management system.

Handling Payments & Transactions :

Accept and process payments (cash, credit cards, vouchers, etc.) in accordance with hotel policies.

Ensure the accuracy of all billing and provide efficient checkout services for guests.

Complete all transactions in a timely and accurate manner, ensuring compliance with the hotel’s financial regulations.

Room & Luggage Management :

Assist with room reservations, ensuring accurate room assignments based on guest preferences and availability.

Manage guest luggage, ensuring it is stored securely and delivered promptly as needed.

Ensure all guest luggage is handled with care and in accordance with hotel policies.

Inventory & Store Management :

Oversee the management of the convenience store, ensuring the inventory is well-stocked and updated regularly.

Monitor stock levels and perform necessary inventory checks to prevent waste or shortages.

Safety & Compliance :

Follow safety protocols and be familiar with emergency procedures, including fire safety.

Ensure all operations adhere to hotel rules and regulations to maintain a safe environment for both guests and staff.

Report any incidents or issues to the supervisor or manager immediately.

Restaurant & Food Service :

Be familiar with the restaurant’s menu and beverage list to effectively communicate and recommend options to guests.

Ensure guests are seated according to their preferences (smoking / non-smoking areas) and introduce yourself with a warm greeting.

Assist in delivering food and beverages to guest rooms in a timely manner.

Maintain cleanliness of the restaurant area, including equipment and tables, to ensure a pleasant dining experience.

Professional Appearance & Conduct :

Maintain a professional and courteous appearance consistently.

Show respect and provide excellent service, avoiding offensive language and behaviour.

Continuously reflect on personal and professional quality of service to improve guest experience.

Collaboration & Teamwork :

Communicate and cooperate effectively with all departments to ensure smooth and efficient operations.

Assist other departments as needed, including Front Desk, Kitchen, and Housekeeping.

Additional Duties :

Perform other reasonable duties as assigned by the supervisor or manager.

Be flexible in assisting with various tasks that may arise during your shift.

The department reserves the right to change or supplement the job description if necessary.

Quyền lợi được hưởng

Professional & dynamic work environment with a global hospitality leader

Competitive salary & full benefits from Day 1

8-hour shifts, 2 days off per week

14 annual leave days + paid birthday leave

Comprehensive health & social insurance from the probation period

Go Hilton – exclusive travel discounts worldwide

Yêu cầu công việc

College’s degree in hospitality management or related field preferred.

1-2 years working experience in hotel Catering or Front Desk.

Able to use computing equipment to accurately perform all kinds of data calculations.

Good command of English, able to listen and communicate effectively in English to meet business needs.

Good command of hotel computer systems.

Good at dealing with guest relations, able to deal with various problems effectively and quickly.

Improve guest satisfaction with strong interpersonal skills.

Strong learning ability and able to work under strong pressure.

Bằng đại học chuyên ngành quản lý khách sạn hoặc lĩnh vực liên quan.

1-2 năm kinh nghiệm làm việc tại bộ phận ẩm thực hoặc lễ tân khách sạn.

Sử dụng thành thạo thiết bị máy tính để thực hiện các phép tính dữ liệu chính xác.

Có khả năng giao tiếp hiệu quả bằng tiếng Anh, cả nghe và nói, để đáp ứng nhu cầu công việc.

Nắm vững các hệ thống máy tính của khách sạn.

Kỹ năng giao tiếp tốt, có thể giải quyết các vấn đề liên quan đến quan hệ khách hàng một cách nhanh chóng và hiệu quả.

Nâng cao sự hài lòng của khách hàng thông qua kỹ năng giao tiếp mạnh mẽ.

Khả năng học hỏi nhanh và làm việc dưới áp lực.

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Nam • Vietnam