Customer Service Representative

Job Description

Be stationed at the Front Office area, proactively welcoming and assisting guests in a polite and professional manner.
Pay special attention to VIP guests, returning guests, and group guests, ensuring an excellent experience from arrival to departure.
Personally inspect VIP rooms and group rooms to ensure all details are perfectly prepared prior to guest arrival.
Receive and handle guest feedback and complaints related to hotel services and facilities.
Propose appropriate solutions and coordinate with relevant departments to resolve issues promptly and effectively.
Respond to messages and phone calls, providing consultation and support to guests before, during, and after their stay.
Maintain thorough knowledge of room types, services, facilities, promotions, and special offers to proactively recommend services to guests.
Support the Front Desk team when needed, particularly during check-in, check-out procedures, and hotel service sales.
Maximize the number of positive guest reviews on OTA platforms such as Booking.com and Agoda.
Respond to guest reviews in a professional manner, especially negative feedback, with the aim of improving the hotel’s image and service quality.

Base salary: VND 10,000,000 fixed salary + VND 2,000,000 responsibility allowance + commission percentage from hotel services + service charge (SC)
Probation period: 1 month, receiving 85% of fixed salary.
Total monthly income: VND 12,000,000 – 20,000,000.
Attractive earnings based on individual performance and work capability.
Opportunity to participate in professional training programs to enhance customer service skills.Professional and friendly working environment with clear career development pathways.
Participation in team-building activities, company trips, and social insurance in accordance with company regulations.
Staff meals, parking allowance, birthday benefits, holiday and festive bonuses, as well as support for personal occasions (weddings, bereavement, illness) as per company policy.
Uniforms provided in line with the brand concept of La Passion.

Male/Female candidates with a pleasant appearance and a friendly, professional attitude.
Good English communication skills; the interview will be conducted in English.
Strong listening skills with the ability to handle problems and resolve situations quickly and effectively.
Passion for service, with a dedicated, patient, and responsible working attitude.
Preference will be given to candidates with customer service experience in the hotel and tourism industry.

Working schedule: Monday to Sunday.
Employees work 26 days per month and are entitled to 4 days off per month, scheduled by management.
Morning shift: 6:00 AM – 2:00 PM
Afternoon shift: 2:00 PM – 10:00 PM
Candidates may choose one of the two shifts.
Work location: 166–168 Nam Kỳ Khởi Nghĩa Street, District 3, Ho Chi Minh City.

Candidates are requested to submit their CV via email or Zalo to: hr@lapassionhanoi.com
Please note: The company does not accept CV submissions via Messenger.
The HR Department will contact shortlisted candidates within 1–3 days from the date the application is received.
Contact: Ms. Nhung – 0394 690 723 (HR Department).