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Guest Relations Officer – Chinese Speaker

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HRINC (Cambodia) Co., Ltd

HRINC is the leading provider of HR Services to the Cambodia market and expanding to the South East Asia region.  We support multinational companies and leading ASEAN conglomerates and SMEs with their Human Resource needs, from consulting and market intelligence, to outsourcing and compliance as well as recruitment.


Job details

Job title: Guest Relations Officer – Chinese Speaker
Job code:
Salary Type: Competitive
Sector: Private Sector
Industry: Hotel Management and Hospitality
Minimum salary: 150
Maximum salary: 250
Job Level: Entry Level (0 – 3 years’ experience)
Job type: Full-Time
Country: Cambodia
Location: Preah Sihanouk
Job Category/ Job Function: Customer Service
Description: KEY DUTIES / RESPONSIBILITIES
  • Prepare the guest literary and assist the team in preparing the guest personalized itinerary.
  • Communication with all Departments, ensuring the distribution of accurate and timely reports
  • Ensuring company procedures are followed and relevant documentation is completed in relation to no‐shows, early departures and requests for refunds
  • Assisting with the coordination of emergency communication requirements
  • Assist all guests with check in and room orientation
  • Ensuring all guest rooms moves are correctly entered into the reservations systems and communicated to housekeeping
  • Organizing appropriate arrangements for guests whose transfer and travel arrangements have been disrupted by weather and equipment breakdowns
  • Overseeing daily guest communications, including message delivery, departure letters and arrival letters
  • Carrying out any other duties as directed by the Guest Experience Supervisor / Manager.
  • Ensuring that both the front desk and all back offices and stores are kept in a clean and tidy condition at all times.
  • Ensure all procedures are followed as per SOP’s
  • Assist and organize special events for guests like Birth Days, anniversaries, etc,.
  • Must have a knowledge of using the PMS system Guest Centrix
  • To know the cancellation and walk in procedures
  • Adhere to the buggy driving policy at all times
  • To be fully knowledgeable in the handling of the buggy
  • Contributes to maximization of rooms by identifying up‐selling opportunities
  • Ensures maximum security is given to all items left in the luggage area by guests
  • Have knowledge of resort, resort staff and services and their hours of operations
  • Develop a thorough knowledge of room locations, room types and room selling strategy
  • To inspect room for arrivals and ensure VIP amenities are per set standards
  • Ensure bucket checks are done daily and follow up on any discrepancies
  • Liaise with Reservations to ensure lines of communication remain open
  • Carrying out any other reasonable duties as directed by the Guest Ambassador Supervisor
General:
  • To attend training and meetings as and when required.
  • Maintain full confidentiality over the resorts and HR issues
  • Maintaining excellent grooming and hygiene ensuring all grooming standards are met in relation to personal grooming and uniform presentation.
  • Take the responsibilities assigned to your position in case of fire drill, evacuation, in accordance with the Resort Emergency Response Policy
  • Actively promote the services and facilities of Resort to guests and other stakeholders of the Resort.
  • Complying with Resort Safety & Environment policies, initiatives and legislation.
  • Converses with guests to obtain feedback and suggestions for improvement
  • Abiding by all Work Place Health, Safety and Hygiene regulations at all times.
  • Abiding by the guidelines set out in the Employee Handbook.
  • Undertake any reasonable request made by management, staff or any other department
  • Actively participate in Human Resources, Learning and Development initiatives that will help the
  • Resort to deliver higher levels of service to our guests and our compliance to good health and safety practices at the workplace.
  • To support by assisting with on‐the‐job training and orientation of new team members/trainees and other reasonable requests in order to improve the performance and service standards of our team.
Administration:
  • Assist with providing accurate stock take figures when required.
  • Handle guest queries in a timely and efficient manner and provide any information sought by the guest within your level of authority
  • Responsible to maintain the guest history and preferences for the future references to anticipate the guest needs
  • Liaise with Reservations with regard to general queries and feedback in all aspects of reservations or any problems encountered at the Resort due to errors in reservations and ensure all correspondence checks for arrivals are done
  • Ensure all departure bills are kept ready for departure and carry out the departure functions
  • Perform other relative duties as required, such as handling phone calls, issuing and accepting return of DVD’s & CD’s.
  • To know the cash handling procedures
  • Understand and know the resort rates and discount policy
  • To handle and manage all guest bills and documents such as correspondence, vouchers etc
  • Ensure to check all log books are maintained and all rooms keys are monitored and controlled
  • Ensuring correct charges are processed for all room upgrades, guest extensions, telephone charges, laundry, etc.
  • Handle Telephone Operator functions, incoming faxes, emails and telephone calls and ensure a response time is followed as per SOP.
  • To check and ensure the room blocking for all arrival guests to ensure the rooms are blocked as per request
  • Ensuring correct charges are processed for all guest activities, room upgrades, guest extensions, telephone charges, Deli In, guest transfers and laundry
Finance:
  • Run operations in a cost effective manner by avoiding unnecessary waste
  • Can be held responsible for loss, breakage or damage to resort property if investigation proves
  • that the damages occurred due to negligence, also for not reporting damages to the resort to the management.
Communication & Team Recognition:
  • Inform Guest Experience Supervisor of any incident in the guest room including damages, unauthorized persons, complaints and also guest feedback.
  • Comply with the Resorts accident prevention and safety procedures.
  • Resolve guest issues to the guest’s satisfaction within your level of authority.
  • Report any maintenance issue to the Engineering Department immediately. Follow up these issues until they are resolved.
Training & Development:
  • Attend training programs as designated by the resort.
  • Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to acquire new skills or knowledge in order to improve your personal performance, and ultimately the guest service.
  • Maintain a high level of team spirit by developing excellent relationships with the team and colleagues from other departments, and support them in the pursuit of departmental and resort goals.
  • Always have a positive attitude and take initiative to resolve issues.
  • Conduct self in a professional manner at all times.
  • Adheres to the established standard of conduct and house rules, fire regulations, and department procedures and policies.
HOW TO APPLY:
Contact Person: Mr. DOEUK Chamnan
Email: doeuk.chamnan@hrinc.com.kh / HRINCRecruitment@hrinc.com.kh 
Tel: 023 211 437
Address: Building #10, St.242 (Ouknha Piech Avenue), Sangkat Chaktomuk, Khan Duan Penh, Phnom Penh.
Website: www.hrinc.com.kh

Status: Approved
Deadline: 2018-01-12 17:30:00
Premium job: No
Employer: HRINC (Cambodia) Co., Ltd
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