· Welcoming guests in a friendly and professional way
· Review arrival lists to welcome guests
· Attend to special guests (e.g. VIPs) and answer their inquiries
· Help prepare welcome folders with collateral (e.g. Menus, area descriptions, minimum spend, etc)
· Provide information about area and venues and promote services
· Anticipate guest needs and build rapport with customers
· Offer assistance with certain tasks (e.g. confirming transport arrangements, taking messages)
· Address customer complaints and escalate to VIP Marketing Manager when needed
· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
· Identify and assess customers needs to achieve satisfaction
· Ensure compliance with health and quality standards
· Provide accurate, valid and complete information by using the right methods/tools
· Follow communication procedures, guidelines and policies
· Go the extra mile to engage customers
· Sell products and services
· Solicit and collect feedback from guests, ensuring they have an opportunity to share their opinions and experiences.
· Report feedback to management for continuous improvement and service enhancement.
· Record information in the logbook daily
· Maintain guest records and databases, including check-in and check-out information.
Job Type: Full-time
Education:
Experience:
- Guest Service: 1 year (Preferred)
Language:
* Mandarin (Preferred)
