[TRU Hà Nội] - Guest Operations Team Member

Position Purpose
The Guest Ops TM will play a key role in ensuring the overall comfort, cleanliness, and satisfaction of our guests. The ideal candidate will be detail- oriented, proactive, and possess a positive attitude, with a strong commitment to delivering exceptional guest service.
Duties & Key Responsibilities
Customer Service Excellence:
• Recognize Honorary Club members and ensure they receive their benefits with high- quality, professional service.
• Proactively address guest inquiries and requests quickly and accurately, including information on hotel services, amenities, and surrounding areas.
• Greet guests with a sincere and friendly tone, ensuring they feel welcome.
• Ensure privacy and confidentiality of guest information consistently.
• Maintain a high level of customer service awareness.
Proactive Communication & Problem Solving:
• Provide suggestions to improve hotel operations and guest experience.
• Ensure that any issues, incidents, or concerns are promptly reported to the supervisor or manager.
• Maintain a positive attitude and proactively communicate with guests and colleagues to resolve issues effectively.
• Proactively recommend hotel services, facilities, and local attractions to guests.
Guest Check- in & Check- out:
• Maintain accurate guest profiles and input all reservation details into the hotel management system.
• Process guest check- ins and check- outs efficiently, ensuring all information is accurate, including Hilton Honors Club and payment methods.
• Record guest preferences, special requests, and ensure timely checkout.
Handling Payments & Transactions:
• Accept and process payments (cash, credit cards, vouchers, etc.) in accordance with hotel policies.
• Complete all transactions in a timely and accurate manner, ensuring compliance with the hotel’s financial regulations.
• Ensure the accuracy of all billing and provide efficient checkout services for guests.
Room & Luggage Management:
• Assist with room reservations, ensuring accurate room assignments based on guest preferences and availability.
• Manage guest luggage, ensuring it is stored securely and delivered promptly as needed.
• Ensure all guest luggage is handled with care and in accordance with hotel policies.
Inventory & Store Management:
• Oversee the management of the convenience store, ensuring the inventory is well- stocked and updated regularly.
• Monitor stock levels and perform necessary inventory checks to prevent waste or shortages.
Safety & Compliance:
• Report any incidents or issues to the supervisor or manager immediately.
• Follow safety protocols and be familiar with emergency procedures, including fire safety.
• Ensure all operations adhere to hotel rules and regulations to maintain a safe environment for both guests and staff.
Restaurant & Food Service:
• Be familiar with the restaurant’s menu and beverage list to effectively communicate and recommend options to guests.
• Maintain cleanliness of the restaurant area, including equipment and tables, to ensure a pleasant dining experience.
• Assist in delivering food and beverages to guest rooms in a timely manner.
• Ensure guests are seated according to their preferences (smoking/non- smoking areas) and introduce yourself with a warm greeting.
Professional Appearance & Conduct:
• Maintain a professional and courteous appearance consistently.
• Continuously reflect on personal and professional quality of service to improve guest experience.
• Show respect and provide excellent service, avoiding offensive language and behaviour.
Collaboration & Teamwork:
• Assist other departments as needed, including Front Desk, Kitchen, and Housekeeping.
• Communicate and cooperate effectively with all departments to ensure smooth and efficient operations.
Additional Duties:
• The department reserves the right to change or supplement the job description if necessary.
• Be flexible in assisting with various tasks that may arise during your shift.
• Perform other reasonable duties as assigned by the supervisor or manager.

Improve guest satisfaction with strong interpersonal skills.
College’s degree in hospitality management or related field preferred.
Strong learning ability and able to work under strong pressure.
1- 2 years working experience in hotel Catering or Front Desk.
Good command of hotel computer systems.
Able to use computing equipment to accurately perform all kinds of data calculations.
Good command of English, able to listen and communicate effectively in English to meet business needs.
Good at dealing with guest relations, able to deal with various problems effectively and quickly.

8- hour shifts, 2 days off per week
Professional & dynamic work environment with a global hospitality leader
Competitive salary & full benefits from the first month
Go Hilton – exclusive travel discounts worldwide
14 annual leave days + paid birthday leave
Comprehensive health & social insurance from the probation period

Cập nhật gần nhất lúc: 2026-07-06 21:30:03