Guest Service Agent (Chinese Speaking)/ Nhân viên Dịch vụ khách hàng ( Tiếng Trung

The Role

He/She acts as the primary contact for Russian guests, assisting them with check- in/out, information sharing, complaint handling, and cultural communication.
The agent must be fully familiar with Mövenpick’s Operational Standards Manual (OSM) and consistently apply these standards in daily operations.
Under the guidance of the Assistant Front Office Manager, the Chinese- Speaking Guest Service Agent is responsible for delivering efficient, courteous, and personalized service while ensuring smooth Front Office operations.

Key Responsibilities
Planning & Organizing
Review and update the daily Logbook; note special Chinese guest arrivals, requests, and preferences.
Stay updated on promotions, hotel facilities, and local attractions popular with chinese guests.
Check equipment at the Front Desk to ensure proper operation.
Maintain impeccable grooming and a professional, friendly manner at all times.
Participate in daily briefings and communicate shifts, VIP arrivals, group details, chinese markets, etc.
Follow Accor & Mövenpick standards related to guest safety, health, and security.
Operations
Assist with cashiering, currency exchange, and settlement transactions.
Support walk- in reservations and inquiries when required.
Collaborate closely with Housekeeping, F&B, Engineering, Reservations, and Sales—especially for Chinese corporate accounts or travel agencies.
Attend briefings, take notes, and follow up on assigned actions.
Maintain guest focus at all times—acknowledging every guest with eye contact and a smile.
Handle guest key issuance, message delivery, and information services professionally.
Respond to guest inquiries with warmth and efficiency, ensuring language clarity and cultural sensitivity.
Serve as the primary communication bridge for Chinese guests, explaining hotel facilities, benefits, promotions, and local recommendations in Chinese
Ensure seamless handover between shifts.
Handle check- in, check- out, room allocation, and special requests promptly and accurately.
Update guest profiles and ensure accurate guest information in the system.
Chinese Market Support Responsibilities
Support chinese group arrivals and departures, ensuring smooth coordination.
Assist Sales & Marketing or Reservations in communicating Chinese market expectations.
Understand chinese guest travel patterns, cultural etiquette, and service expectations.
Help prepare chinese- language materials (menus, instructions, hotel layouts) when assigned.
Provide translation and interpretation support for Chinese guests when needed.

• Kỹ năng giao tiếp, phối hợp công việc tốt và tinh thần trách nhiệm cao.

• Top- tier service charge and 100% salary during the probation period.
  Offer accommodation and meals for candidates from other provinces.
  Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental

• Social
• and Governance (ESG) activities.
  Develop your talent through Accor’s learning programs.
  Employee benefit card offering discounted rates at Accor hotels worldwide.
  Shuttle bus for candidates in Nha Trang and fuel allowance for those in Cam Ranh and Cam Lam.
  Opportunity to grow within your property and across the world.
  Competitive salary and service charge based on experience and ability.
  7 insurance coverage from the first day of probation.
  Full benefits under labor laws.