Guest Service Associate (Night Shift) | Nhân viên Lễ tân (Ca đêm)

SCOPE OF WORK
• Be aware and keep up to date of relevant hotel product and services and facilities available within hotel vicinity.
• Assign rooms before guests arrive – assignment as best as possible to be done at least 2 hours before ETA of guests.
• Check and be aware of the internal function and external event that happens.
• Priority of room assignments are given for arrivals with ETA, VIP’s guests with special requests, return guest, long stay guest, demanding guests, FIT and groups.
• Closely coordinate with Bell Captain/Assistant Chief Concierge for transportation arrangement: pick up, see off, car rental, city tour
• Liaise closely with Housekeeping on late checkouts, early arrivals, day use rooms, room move, room changing and special requests.
• Handle check- in and check- out. Ensure the ID or Passport of each arrival guest was scan into the system and transferred to Opera System.
• Read through the front office logbook and take follow up actions as instructed.
• Learn and get to know guests (especially regular guests) and their needs, likes, preference and dislikes from guest profile and any correspondence available. Follow daily traces and update guest note on Opera system for incident case/guest complaint
• Check and be aware of relevant House Status information and Rooms Inventory availability.
• Escort guests to the room upon check in busy time or on leaders required
• Handle guest complaint and monitor guest history and data input.
• Update all Out of Order and Out of Service rooms.
• Effectively handle all ‘walk out” guests during the overbooking and update the Guest Service Manager on guest feedback.
• Offer rooming and responsible for the room upselling program.
• Greet as many guests as time permits at the reception counter or lobby.
• Take appropriate action to resolve guest dissatisfaction
• Assist reservation department to handle incoming inquiry as required.
• Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready, to check on details of the arrangements and liaise with, Guest Service Supervisor, Guest Service Manager, Assistant Front Office Manager or Front Office Manager to meet guests if necessary.
• Be well- versed with group arrival and departure pattern and requirements. Work closely with the Guest Service Supervisor in ensuring a smooth operation.
• Ensure proper and completed take over and hand over of duty for each shift. Follow shift check list and submit to team leader end of shift
• Be responsible for ensuring all guests are offered a smooth and speedy check- in, with the emphasis being that all guests are pre- registered and checked- in, in their respective rooms.
• Carry out any other reasonable duties and responsibilities as assigned.
• Assign room for arrival of F.I.T and group.
• Check and be aware of guest request and preferences through Guest Profile prior guest’s arrival.
• Monitor room’s inventory on a daily basis.
• Clarify the room discrepancy with housekeeping regularly.
• Handle money exchange and cash deposit.
• Monitor closely on early arrivals and late departures.
• Liaise closely with Reservations on arrival times, same day reservations, extension of stays and late checkouts.
• Assist the service center to arrange the morning call for in house guest, early bird breakfast box for due out guest
• Develop a thorough knowledge of the room locations, types of rooms and special room features.
• Ensure that room rates, which have been updated by reservations, are followed. Properly report for unexpected rate change

QUALIFICATIONS / REQUIREMENTS:

Candidates with Chinese or Korean language skills are preferred.
Willing and able to work night shifts.
Flexible to work rotating shifts, including overnight schedules if required.
Good communication skills in English.

Big scale project in Central Vietnam / Dự án quy mô lớn tại khu vực miền Trung Việt Nam
Career Development Opportunity / Cơ hội phát triển nghề nghiệp
Professional and multicultural working environment / Môi trường làm việc chuyên nghiệp và đa văn hóa
Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang – Hoiana, duty meal, …) / Các quyền lợi nhân sự tốt và hấp dẫn (bảo hiểm sức khỏe, nhà ở cho nhân viên ở xa, xe đưa đón hằng ngày tuyến Đà Nẵng – Hoiana, bữa ăn trong ca, …)

Cập nhật gần nhất lúc: 2026-07-06 16:00:05