E Jobs in Vietnam

Wolgan Valley Resort and Spa is Australia’s first luxury conservation-based resort.

The Emirates world-class property offers the rare opportunity for guests to experience true luxury in a spectacular landmark setting. Thoughtfully nestled between two National Parks and bordering the Greater Blue Mountains World Heritage Area, the resort combines the expectations of the high-end traveller with a commitment to broader social, ecological and environmental sustainability.

To do this, the resort focuses on three key elements — service, luxury and location. These three elements, combined with the ethos for the natural habitat and environmental sustainability, create a unique offering and form the basis of designs and operations at the international award-winning resort

The Position

Based on site in Wolgan Valley, reporting to the Guest Services Supervisor, the successful candidate will be responsible for the provision of a comprehensive front office desk service which includes welcoming guests, check in and check out procedures, preparing accounts and billing, processing payments and attending to guest general inquires / requirements. Guest Service Agents are well versed on all aspects of the Property Management Systems (PMS) and all aspects of the hotels facilities, services and nearby attractions

This role requires you to take a proactive approach to guest interaction while providing personalised service and co-ordination of all aspects of the guest’s stay at the Resort. Act as the primary link between the guests and the operations through communication with other departments.

Job Outline:

Ensure the highest standard of customer service is provided to guests, corporate and telephone clients ensuring smooth and seamless check in procedures, issuance of keys and ensuring the appropriate porter services are provided. Respond to queries on room tariff’s and charges for services delivered. Perform front office cashiering functions and ensure accurate collection of cash during check-out services and during foreign exchange transactions. Be fully conversant with all the front office Property Management Systems; including back of house systems, spa reservations, front office cashiering, reservations systems and other interfaced systems as required. Be aware at all times of the hotel occupation status with reference to availability of rooms; including forecasts, group bookings, VIPs and any other specific occupancy issues that may arise. Ensure all guest information is accurately recorded into the guest register to ensure critically correct guest database and history; this will ensure that all departments have access to correct information at all times enabling them to provide the service levels required. Handle and process all guest correspondence, messages or requests as required, either to the guests’ rooms or to the relevant department ensuring seamless and effective communication. Liaise with all departments within the property in order to ensure seamless services when allocating rooms. Ensure that all rooms that are available have been checked before allocation to an arrival; this will be achieved through correct communication with particularly Housekeeping, Maintenance and F&B. Assist in reservations, amendments, cancellations, queries and correspondence with all guests as needed to ensure all systems are up to date and accurate, including forecasts. Ensure that all paperwork, correspondence and information is correctly filed, stored or distributed as necessary and according to front office procedures. Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided. Actively provide options to guests and visitors on other products and services available at the property. Support the Front Office Supervisor in closing the end of day sales and assist in the handover of details to the next shift. Regularly liaise with the reservations team with regard to future sales forecasts and provide information and feedback which facilitates sales leads and improvements in operational processes and thereby contribute to departmental and corporate objectives. Ensure that guests at all times receive the services, access to facilities and individual requirements requested by them, while maintaining the policies, procedures and systems of the Resort. To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit. To represent the image of the resort’s services, its ideals, and its policies by maintaining a groomed and professional appearance in dealing with all visitors: and at all times promote a friendly, informal, and polite relationship between guest and staff. The job holder is expected, as part of their guest service duties to assist other departments in their service delivery. This is part of the personalised services offered and provides continuity for the guest as they move between individual department services.

Experience and Qualifications:

Accreditation from a recognized institute Minimum of 4 years experience of which a minimum of 1 year should have been in a guest services or front of house operation. Preference and knowledge of hotel industry sales and marketing would be an advantage. Strong computer skills are essential. Fluency in English is essential, any additional languages is preferable, but not essential.

Additional skills required:

Customer Service & Orientation Strong organizational skills Initiative and commitment to achieve results Effective Communication Interpersonal Ability to relate with guests and work as part of a team

Must have the legal right to work and live in Australia. The Company will not provide or assist with obtaining a work permit.

To Apply:To express your interest in the current vacancy or future career opportunities please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for interviews. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise.

Please click the Apply now button and search for reference:GRC/KB/13258 The Emirates Group is a highly profitable business with a turnover of approximately US$ 12 billion and over 50,000 employees.

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