CẦN THƠ | Wink Hotel Can Tho | Wink Guide
Job Summary
Under the general guidance and supervision of the Director of Wink Experience and Area Operations Manager, and with the limits established Wink management office, hotel SOPs, policies and procedures, Wink guide is responsible for ensuring service delivery is at its best and standards of the Wink space operations are met in accordance to the company’s established Wink Hotels standards.
Wink guide reports directly to Wink Experience Manager and needs to proactively provide cross – functional duty and support to F&B team when necessary.
The Wink space Operations and Brand Compliance
Assisting guests for service request inside and outside of the hotel including reservations at outside facilities such as F&B, co- working space
Properly executing on arrivals and arrangements upon departure in an efficient, friendly and effective manner
Implementing and following up with all cash- handling and credit payment procedures, according to internal software and hardware systems and local law when relevant
Ensuring that all guest requests and complaints are handled appropriately while adhering to the hotel’s general guidelines for service recovery
Greeting and addressing guests by names
Communicating with guests to check engagement and further needs
Checking guest history, arrival list and ensures all routing and special instructions are properly implemented and memorized by team members
Properly allocating the guest rooms in accordance with guest requirements and business needs
Following up and keeping track all outstanding payments and liaising with Sales & Marketing and Finance & Accounting departments with integrity
Following implementation of standard operating procedure and all policies & procedures related to the department
Implementing and following up with room key control system, carried out and accurately recorded in collaboration with Engineering and Housekeeping Department
Being knowledgeable of rates and proactively promote room sales to potential walk- in guests
Handling the following situations in accordance with Wink Hotels policy, such as: early arrivals, late check outs, rebate and paid outs, city ledger
Collecting and inputting accurate guest information into the system for marketing purposes
Communicating positively to the team and following up effectively on guest feedback
Ensuring the payment and booking policies and procedures of foreign currency exchange, credit card use, credit shells, and no- shows are adhered to
Coordinating with housekeeping concerning room status and others
Accurately facilitating the input of all reservations including guest information and their preferences and boking history
Strictly following up with all check- in/out procedures are implemented in accordance with established standards for maximum efficiency
Being knowledgeable about the hotel (facilities, amenities, app, machines, etc.) and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest
