Guest Experience Maker/Butler (Japanese Speaking)
Hotel Brand: Six Senses
Location: Vietnam, Ho Chi Minh City
Hotel: SX - Con Dao (VTGCD), Dat Doc Beach, Con Dao Special Zone, 79000
Job number: 165790
- Deliver personalized guest service in line with Six Senses' vision, values, and brand standards, with a focus on Japanese-speaking guests.
- Carrying out villa inspection and set up the amenity for arrivals. Always respect the amenities policy and honor the guest’s benefits.
- Perform check-in with full or brief orientation of the Resort and the villa depending on guest’s need. Perform check-out when the receptionist is busy.
- Learn about the guest’s preferences, habits, hobbies through day to day interaction in order to delivery a tailor made service for the guests.
- Providing a personalized service for the guest and monitor their satisfaction as a main key contact during their stay.
- Stay up to date of guest’s daily activities to assist them and facilitate where needed.
- Handling all guests’ requests are quickly and efficiently. Liaise with other departments to make sure all requirements of the guests are met.
- Handling guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up. Ensuring extra attention on sunshine guests.
- Be knowledgeable about the Resort and the island in order to carry informative interaction with the guests and make recommendation when necessary.
- Ensure all reports are accurate and distributed in a timely manner. Guest updates are detailed and fully transferred to Opera system.
- Ensuring correspondence is checked beforehand and guest is googled before arrival. Any special attention, email should be sent out to relevant departments and management.
- Stay up-to-date with current information and data of the Resort products and services including villa types, rates, features and facilities, F&B outlets and promotions, spa and wellness activities and all other services
- Suggesting creative ideas and initiatives to enhance guests’ experience.
- Ensuring that all accounting and legal procedures are carried out in accordance with the resort policy.
- Cross check with Gem Supervisor the villa allocation to ensure the villa is assigned in a most suitable for the guest base on their preferences and special requests.
- Maximize room occupancy and use up-selling techniques to promote Resort services and facilities.
- Always keep the hygiene and cleanliness of work area, equipment and material.
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