Guest Service Center

Position Summary:

The Guest Service Center Agent is the central point of contact for all guest inquiries, requests, and concerns, ensuring a seamless and elevated experience from pre-arrival to post-departure. This role requires an individual with an unwavering commitment to hospitality, exceptional communication skills, and the ability to multitask effectively in a fast-paced environment. The Guest Service Center Agent plays a vital role in upholding the resort's reputation for outstanding service and personalized attention.

Key Responsibilities:
 

Guest Communication & Information:

• Answer all incoming calls, emails, and internal communication promptly and professionally, adhering to resort standards.
• Provide accurate and detailed information regarding resort facilities, services, amenities, local attractions, dining options, and transportation.
• Handle reservation inquiries, modifications, and cancellations with precision and efficiency.
• Offer personalized recommendations and anticipate guest needs to enhance their stay.

Problem Resolution & Service Recovery:

• Act as the first point of contact for all guest concerns, complaints, and special requests.
• Actively listen to guests, empathize with their situations, and demonstrate a genuine desire to resolve issues.
• Initiate appropriate service recovery procedures, escalating complex issues to the relevant departments or management when necessary.
• Follow up with guests to ensure satisfaction with resolutions.

Operational Support:

• Process wake-up calls, message taking, and message delivery accurately and in a timely manner.
• Coordinate guest requests with various departments (e.g., Housekeeping, Engineering, Room Service, Concierge, Valet) ensuring timely and efficient delivery of services.
• Maintain detailed and accurate logs of all guest interactions, requests, and resolutions in the Property Management System (PMS) and other relevant software.
• Assist with administrative tasks as required, including data entry and report generation.

Upselling & Cross-selling:

• Proactively identify opportunities to enhance the guest experience through upselling resort services (e.g., spa treatments, dining reservations, excursions) where appropriate.
• Promote resort events and special offers to maximize guest engagement.

Safety & Security:

• Adhere to all resort safety and security procedures.
• Handle emergency calls and situations calmly and efficiently, following established protocols.

• Creates 100% guest satisfaction by providing the Yes I Can! Experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.

• Attends any training programs as directed or requested.

• Perform other tasks as assigned by superiors.

• Career development path and working environment with the professional international Radisson group
• Receive 100% salary and 50% service fee during the probationary period
• Attractive service fee
• Fuel allowance
• Accomodation for employees living far away
• Shuttle bus for employees in Nha Trang

• Graduating from high school and higher.
• Work experience: priority is given to candidates with experience in a similar position.
• Foreign languages: fluent English communication.
• Computer: office information technology.
• Other skills: communication, problem solving, handling customer complaints.
• Characteristics: good health, honesty, enthusiasm, support, creativity in work, responsibility.
• Knowledge: Have good knowledge of basic resort, hotel and restaurant products and services.

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