Korean Speaker - Guest Experience Agent

• Greet, meet, escort guests and offer general information. Oversee the Lobby area, be present and pro-actively approach guests, especially if they have difficulties with communication (language barrier).
• Accommodate the requests and needs of all guests. The Guest Experience Agent is required to greet and help check-in guests, make recommendations, advise and upsell rooms and related services, assist in checking-out and farewell guests, especially Korean-speakers, VIP guests and Radisson Rewards members.
• GEA is required to conduct their duties in a courteous and efficient manner, in accordance with the Resort’s policies and procedures, ensuring that a high level of service is maintained at all times.
• On the day of arrival, ensure all special requests are followed up (special room decorations, extra bed etc.)
• Check transportation arrangements of arriving guests, especially VIPs, ensure the rooms are ready upon guest arrival and stand by to welcome.
• Follow up with guests’ pre-arrival communication, via emails or phone calls, make sure queries are answered, and required arrangements are made.
• Welcome guests during check-in and give a fond farewell upon checkout. Help other team members communicate with Korean-speaking guests.
• Ensure that all check-in and check-out procedures are handled smoothly without unnecessary delays.
• Have up-to-date information on daily room occupancy, arrivals and departures.
• Provide hands on support to Front Desk and Concierge teams, including translation to and from Korean.
• Communicate product knowledge and company philosophy to visitors and guests.
• Keep abreast with Resort’s product knowledge, daily activities, functions and special events, motivating guests to utilise the facilities and services.
• Maintain regular contacts with guests. Obtain guest feedback. In an event of a complaint, take immediate actions to come up with solutions.
• Maintain guest folios in the manner instructed and enter useful information about guest preferences and background.
• Record daily activities and complaints and inform the respective department heads.
• Prepare and coordinate the distribution of guest amenities, welcome letters and special set-ups for VIPs.
• Inspect VIP rooms and make sure amenities are in good order prior to guests’ arrival.
• Escort VIP guests to their allocated rooms and introduce facilities and room features.
• Invite guest to join Radisson Rewards and introduce the benefits.
• Perform basic cashier activities as and when required.
• Help ensure security of cash drawer and accuracy with personal cashiering, when working at the Front Desk area.
• Communicate effectively with Guest Service & Concierge on guest needs and schedules.
• Ensure work area is kept neat and tidy.
• Possess sound knowledge of Food & Beverage offerings and tasks to be able to assist with guests’ encounters, when necessary
• Maintain informative handover to the GSA and other GE team members, ensuring that all relevant information is passed on clearly.

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