Guest Operations Team Member - Tru by Hilton Đà Nẵng

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 hotels 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 restaurants 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.

Mc ch

Nhn vin vn hnh dch v s ng vai tr quan trng trong vic m bo s thoi mi v sinh v s hi lng ca khch hng. Nhn vin cn c s ch n chi tit ch ng v thi tch cc cng cam kt mnh m trong vic cung cp dch v khch hng xut sc.

Nhim v v Trch nhim

Dch v khch hng xut sc:

• Duy tr mc dch v khch hng cao.
• n tip khch vi thi chn thnh v thn thin m bo h cm thy c cho n.
• Ch ng gii p cc yu cu v thc mc ca khch hng mt cch nhanh chng v chnh xc bao gm thng tin v dch v tin nghi ca khch sn v khu vc xung quanh.
• Nhn din cc thnh vin Honorary Club v m bo h nhn c quyn li vi dch v chuyn nghip cht lng cao.
• m bo tnh bo mt v ring t ca thng tin khch hng mi lc.

Giao tip ch ng & Gii quyt vn :

• Duy tr thi tch cc v giao tip ch ng vi khch hng v ng nghip gii quyt vn hiu qu.
• xut ci tin hot ng ca khch sn v nng cao tri nghim ca khch hng.
• m bo mi vn s c hay mi quan ngi c bo co kp thi cho gim st vin hoc qun l.
• Ch ng gii thiu cc dch v tin ch ca khch sn v cc im tham quan a phng cho khch hng.

Th tc check-in & check-out ca khch:

• X l th tc check-in v check-out ca khch mt cch hiu qu m bo mi thng tin chnh xc bao gm thnh vin Hilton Honors v phng thc thanh ton.
• Ghi nhn s thch yu cu c bit ca khch v m bo check-out ng thi gian.
• Duy tr h s khch hng chnh xc v nhp tt c thng tin t phng vo h thng qun l ca khch sn.

Qun l thanh ton v giao dch:

• Tip nhn v x l cc khon thanh ton (tin mt th tn dng phiu qu tng v.v.) theo chnh sch ca khch sn.
• m bo tnh chnh xc ca ha n v cung cp dch v checkout hiu qu cho khch.
• Hon thnh tt c giao dch mt cch kp thi v chnh xc tun th cc quy nh ti chnh ca khch sn.

Qun l phng v hnh l:

• H tr vic t phng m bo phn b phng chnh xc da trn s thch v tnh trng phng ca khch.
• Qun l hnh l ca khch m bo lu tr an ton v giao tr kp thi khi cn thit.
• m bo hnh l ca khch c x l cn thn v theo ng quy nh ca khch sn.

Qun l kho v ca hng tin ch:

• Gim st qun l ca hng tin ch m bo hng ha c cung cp y v cp nht thng xuyn.
• Kim tra mc tn kho v thc hin kim tra nh k ngn nga tnh trng thiu ht hoc lng ph.

An ton & Tun th quy nh:

• Tun th cc quy trnh an ton v lm quen vi cc th tc khn cp bao gm an ton chy n.
• m bo mi hot ng tun th cc quy nh v tiu chun ca khch sn duy tr mt mi trng an ton cho c khch hng v nhn vin.
• Bo co kp thi mi s c hoc vn cho gim st vin hoc qun l.

Dch v nh hng v thc phm:

• Nm r thc n nh hng v danh sch ung c th giao tip hiu qu v gii thiu cc la chn cho khch.
• m bo khch hng c xp ch theo s thch (khu vc ht thuc hoc khng ht thuc) v gii thiu bn thn vi mt li cho m p.
• H tr trong vic mang n v thc ung ln phng khch kp thi.
• Duy tr s sch s ca khu vc nh hng bao gm thit b v bn n m bo mt tri nghim n ung d chu cho khch hng.

Ngoi hnh v hnh vi chuyn nghip:

• Duy tr v ngoi chuyn nghip v lch s mi lc.
• Tn trng v cung cp dch v xut sc trnh ngn ng v hnh vi khng ph hp.
• Lin tc xem xt v ci thin cht lng dch v c nhn v chuyn nghip nng cao tri nghim khch hng.
• Hp tc & Lm vic nhm:
• Giao tip v hp tc hiu qu vi tt c cc b phn m bo hot ng sun s v hiu qu.
• H tr cc b phn khc khi cn thit.

Nhim v khc:

• Thc hin cc cng vic khc do gim st hoc qun l phn cng.
• Linh hot h tr cc cng vic khc pht sinh trong ca lm vic.
• B phn c quyn thay i hoc b sung m t cng vic nu cn thit.

EOE/AA/Disabled/Veterans