Guest Recognition Specialist

• Key Areas of Focus

Profile Enrichment It is the responsibility of the GRS to update all aspects of the guest’s Golden profile to enhance Guest Recognition on property.

• The GRS Must

Populate key contact information.

Use the name fields to capture additional names for a guest for accurate name recognition.

In addition, the GRS must work with their Operations team to further enrich guest profiles before, during and after a guest’s stay.

Liaise with Director of Guest Experience to ensure a connection is made between the guest’s information and the guest’s experience at all stages of their stay (pre arrival, stay over and post departure).

Profile Management and maintenance, maintain a clean profile for each guest and ensure information on profile are up to date. Ensure that all profiles comply with Global Data Entry Standards. Duplicate profiles are identified in Opera and Golden and flagged with the Corporate Guest Recognition Team for merging. Approve and/or modify any Global Essentials being entered on property.

• Pre-Arrival Review

On a daily basis, the GRS is responsible for ensuring that all departments have the information they need, preparing them for every arriving guest. The GRS must review all guest reservations and profiles daily to prepare for arrivals using the Pre-Arrival screen in Opera. Arrivals preparation lead time is a minimum 2 days ahead of the arrival date.

• Specific Duties Include, But Are Not Limited To

Review all guest reservations and profiles in Opera and Golden prior to arrival.

Ensure that the correct guest profiles are attached to reservations.

Enhance guest profiles by updating it with a profile photo/job title/company/date of birth (if found).

Coordinate with the relevant departments to ensure guest Essentials and preferences are met.

Input the appropriate traces for the relevant departments to ensure a seamless arrival and stay experience for guests.

Within the Pre-Arrival screen, review Global Notes and Preferences. Copy Global Notes and Preferences to the PMS profile and set traces to notify the relevant department.

Conduct a Pre-Arrival check for all Global Return Guest (GRT) and inquire about preferences and stay history with previous properties.

Strong Focus on Return Guest (GR) to the property, review of glitch and Qualtrics databases and ensure updates of guest profiles reflect past stays.

Attend daily VIP meeting - Take an active role in highlighting important profiles and assures preferences, special request are well noted and followed up by related departments.

Send detailed SMYKM for HRG & High Profile Guest by mail to all user highlighting preferences, special request (*Minimum 3 days ahead of arrival date).

Reason for stay - Special occasion, Guest Birthday, Anniversary, Honeymoon etc. Are added to reservation and traces are set for related department.

• Data privacy

Understand the responsibility of handling guests’ personal data.

Ensure that the recording and sharing of guest information is within privacy standards Manage requests from third parties with regards to guest information and privacy.

Manage requests from guests who wants to conceal their identities when staying at a property either through an alias name or being privately registered.

Understand the concept and consequences of misused/mismerged profiles.

• Communication and Training

Communicate with Corporate Guest Recognition Team for any profile-related issues/inquiries via ServiceNow

Ensure that all employees on property with the ability to make profile edits in Golden are fully trained on profile standards

Attend monthly Golden Hour calls

• Profile Management Expert

The Guest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.

Must have thorough system knowledge of Opera PMS and Golden

Must have completed all Golden training & Guest Preferences training

Spot check/audit Front Desk to ensure proper adherence to data entry standards

Proactively identify system challenges and advise Director of IT and / or Corporate GRS via Service Now

Proactively flag duplicate profiles to Corporate GRS via Service Now

• Communication and Training

As the expert for guest profiles and preferences, the GRS must provide ongoing communication to key departments on audit results, upcoming initiatives and training.

Work in conjunction with the Learning Manager, Director of Rooms, Front Office Manager to ensure that all new and existing employees are fully trained on their role in the Guest Recognition and Profile Management process

Participate in Front Desk and Reservations meetings to provide updates on Guest Recognition and create dialogue with these departments on issues, roadblocks, and key learnings from guests

Provide a monthly update to the Hotel Manager on the status of Guest Recognition in the hotel and the hotel’s KPI performance

• Additional Tasks

Welcomes and registers hotel guests during crunch time and group check in.

Connect with guests' prior arrival, craft individual itineraries.

Resort champion in keeping collaterals - Resort Activity Booklet, Resort Map, etc. - up to date and liaise with PR team to publish in timely manner.

Perform extra tasks/duties assigned by Director of Guest Experience

• KPI’s

Golden Certified

At least 70% of all arrivals have their pre-arrival checks completed.

Pre-arrival checks are completed at least 2 days prior to guest arrival. Preferences, Essential and Stay/Glitch history is shared with related department to prepare for guest arrival.

Guest profiles are up to date and correct, comment and traces on reservations set for guest stay.

Know the metrics for Golden Certified and utilize the Property Dashboard to ensure goal is met monthly. Ensure key data (email, mobile and country code) is being captured and updated by Reservations and Front Desk.

GRS Approval Report

Global Essentials that are entered in Golden are approved within 2 days of entering

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Cleaning for Employee Uniforms
• Complimentary Employee Meals
• Complimentary Employee Transportation from/to Danang city

• Previous experience in a similar role within 5* luxury Hotel.
• A strong customer service mindset is vital.
• Attention to detail. Creative thinking outside the box.
• Excellent reading, writing, and communication skills in English.
• Cross cultural sensitivity and customer service orientation
• Weekend & Holiday availability required

• Application form
• Notarized resume
• Notarized copies of ID card
• Application for confirmation of conduct, verified by local police
• Notarized copies of related certificates
• Medical certificates (within 6 months)
• 2 photos (4 x 6 cm)