[Hotel Operations]Guest Experience Specialist (Front Desk, 5년 이상, 중국어 일본어 가능자 우대)


[INSPIRE Entertainment Resort] *2024 & 2025 대한민국 일자리 으뜸기업 선정* 인스파이어 엔터테인먼트 리조트는 다채로운 시설과 콘텐츠가 살아 숨 쉬는 초대형 복합 리조트로서, 엔터테인먼트 리조트의 새로운 기준을 제시합니다. 그 중심에는 각기 다른 콘셉트로 구성된 세 개 동의 5성급 호텔(총 1,275개 객실)이 있습니다. 이를 중심으로 15,000석 규모의 국내 최초 공연 아레나, 1년 내내 여름의 햇살을 만끽할 수 있는 유리 돔 형태의 실내 워터파크가 자리합니다. 또한 국내 최대 규모의 호텔 볼룸을 보유한 최첨단 설비의 연회장, 최대 3만 명이 다양한 액티베이션을 즐길 수 있는 야외 엔터테인먼트 공원, 국내 최대의 외국인 전용 카지노는 인스파이어를 여행의 목적지로 선택하는 중요한 이유가 될 것입니다. 150m 길이의 초 고화질 LED 천장에서 지금까지 만나보지 못한 시각적 경험이 펼쳐지는 디지털 엔터테인먼트 거리인 오로라, 쇼핑∙다이닝∙엔터테인먼트 시설을 결합한 인스파이어 몰 등, 모든 시설을 잠깐씩 둘러만 보기에도 하루가 모자랄 정도로 이곳에는 다양한 볼거리와 즐길 거리로 가득 차 있습니다.

공식 홈페이지: https://www.inspireresorts.com/ LinkedIn Page: https://www.linkedin.com/company/inspireer

https://www.youtube.com/embed/aEGRpLuSVMM?showinfo=0

직무 소개 영상 "INSPIRING Worlds, INSPIRING People"

https://www.youtube.com/watch?v=5yrpXotxJWE (https://youtu.be/x3Wnoj25EWQ?si=RNHeR9QVAtl7QNBN) https://www.youtube.com/watch?v=x3Wnoj25EWQ&t=78s (https://youtu.be/5yrpXotxJWE?si=Psq4HDIbaqZlJ3iz)

https://www.youtube.com/watch?v=o8GBjh5Pncc https://www.youtube.com/watch?v=bLiFcicXtQo

Position : Guest Experience Specialist (Front Desk, 5년 이상, 중국어 일본어 가능자 우대)

[HR Talk] INPSIRE Entertainment Resort에서 1,275객실로 이루어진 인스파이어리조트 호텔 객실파트에서 Guest Experience Specialist(Front Desk)를 채용합니다. 호텔 및 서비스 관련학과 출신을 선호하며, 럭셔리 호텔 또는 대규모 복합 리조트의 Front Desk 또는 관련 직무에서 5년 이상 근무해보신 분, 영어 및 제 2외국어, 특히 일본어 또는 중국어가 가능한 후보자는 우대합니다. 업무상 다양한 국가의 Guest 들과의 Global Communication이 발생할 수 있는 포지션으로 Fluent 하지 않더라도 자신 있게 자신의 의견을 표현할 수 있는 분을 선호합니다.(영어, 일본어 / 중국어 1개 이상 가능 시 우대) 자세한 사항은 아래의 Job Description을 참고해 주시기 바랍니다.

The Guest Experience Specialist reports to Assistant Front Desk Manager. Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements.

He/she is responsible for providing exceptional customer service and supervising guest service agents. Follow Standard Operating Procedures (SOPs), and daily service operations to guarantee that guests enjoy a consistent and outstanding experience.

This position requires a candidate who can create a welcoming and pleasant atmosphere that gives superior guest service to resort guests, associates, and visitors. He/she acts as a brand ambassador, providing leadership and strategic direction to his/her responsible front desk.

· Assist management in training, evaluating, counseling, motivating and coaching agents. · Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. · Develop/maintain positive working relationships; support team to reach common goals. · Listen and respond appropriately to employee concerns. Follow company policies and procedures. · Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. · Ensure personal appearance is clean and professional; maintain confidentiality of proprietary information. · Protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs. · Assist individuals with disabilities. · Thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely. · Answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. · Perform other reasonable job duties as requested by Assistant Front Desk Manager. · Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. · Encourages and building mutual trust, respect, and cooperation among team members. · Serves as a role model to demonstrate appropriate behaviors. · Understands agent positions well enough to perform duties in agents' absence. · Handles agent’s questions and concerns. · Supports all areas of the Front Office in the absence of the Duty Manager or Assistant Front Desk Manager. · Supports daily Front Desk shift operations. · Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis. · Develop specific goals and plans to prioritize, organize, and accomplish your work. · Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. · Participate in department meetings and continually communicate a clear and consistent message regarding the Front Desk goals to produce desired results. · Strive to improve service performance. · Observe agents to ensure that guest service, operational needs and financial objectives are met. · Support training of agents in adherence to all credit policies and procedures to reduce bad debts and rebates. · Support same day selling procedures to maximize room revenue and property occupancy. · Understand the impact of Front Desk operations on the overall property financial goals and objectives. · Provide services that are above and beyond for guest satisfaction and retention. · Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. · Set a positive example for guest relations. · Encourage agents to provide excellent customer service within guidelines. · Handle guest problems and complaints seeking assistance from Assistant Front Manager and Duty Manager as necessary. · Interact with guests to obtain feedback on product quality and service levels. · Support implementation of guest recognition/service programs, communicating and ensuring the process. · Assist in the review of comment cards and guest satisfaction results with employees. · Ensure agents have the proper supplies and uniforms. · Assist in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. · Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. · Provide guidance and direction to subordinates, including setting performance standards and monitoring performance. · Provide feedback to individuals based on observation of service behaviors. · Participate in an ongoing employee recognition program. · Support training when appropriate. · Provide information to senior agent, co-workers, and subordinates by telephone, in written form, e-mail, or in person. · Inform and/or updating the management, the peers and the subordinates on relevant information in a timely manner. · Perform all duties at the Front Desk as necessary. · Understand the functions of the Bell Staff, Switchboard and Concierge/Customer Care Center operations. · Compile with loss prevention policies and procedures.

· Keep close communication channels with the related departments to ensure guest satisfaction. · Working as part of the team is essential to ensure efficient service and a positive stay experience for guests. · Address any operational challenges within the Front Office through commitment, drive, energy, and a positive approach. · Drive sales and understand current guest trends & demands. · Demonstrate and promote Mohegan core values to all colleagues. · Ensure all guest(s) comments are properly shared with the management team with follow-ups.

· Align the Front Office strategic plans and in conjunction with the teams, assist the management team with a short-term development plan for the FO function, incorporating sales trends and expectations, guest feedback, and relevant financial return expectations. · Work closely with the FO Management to ensure FO team is adhering to brand standards on signage and products. · Demonstrate and encourage staff how the service should be provided to the guest, to ensure consistency and improve the guest satisfaction.

· Diploma in Business Administration, Hospitality Management, or related major. · A minimum of 5 years demonstrable experience in same field of hotel industry, with 1-2 years’ supervisory experience at similar capacity in Front Desk or prior Duty Manager experience or an equivalent combination of education and experience. · Excellent communications skills, written & oral proficiency in English and Korean language and excellent team leadership skills. · Great written and verbal communication skills. · Great organizational skills, time management & multi-tasking skills. · Knowledge of the property and local areas and destinations is plus. · Possess a high level of maturity to deal with the most discriminating guest requests and requirements. · Great operational knowledge to enable you leading a high performing team which requires great team leadership skills and creating the right working environment.

Maintaining confidentiality within the organization and protect any information that classified as confidential. Requires a valid driver’s license and passport.

Based on Operational requirements, be able to work flexible hours including days, evenings, weekends, and holiday periods(Shift Schedule) especially for planned Event. Must be willing to travel locally and regionally to conduct business, and occasional travel within Korea. (해외 여행의 결격 사유가 없는 자)

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. INSPIRE Integrated Resort reserves the right to make changes to the above job description whenever necessary.

[상세 직무기술서 및 지원방법] INSPIRE 공식채용페이지를 통해 직접 지원 및 지원 페이지 내 국영문 통합 이력서(word 또는 PDF ) 업로드하여 지원

[지원시 유의사항] ‘채용 절차의 공정화의 관한 법률(이하 채용절차법)’에 의거하여, 자격증, 학위 등 증빙 자료는 추후 요청 시 제출하게 됩니다. 이력서에 주민등록번호, 가족사항 등의 개인 정보를 기재하지 마시기 바랍니다. 장애인 및 보훈 해당자는 관련 법에 의거, 우대합니다 (추후 증빙 제출) 지원서 내용 중 허위사실이 있는 경우에는 합격이 취소 될 수 있습니다. 타이틀과 내부 보상체계는 무관할 수 있으며, 담당업무 및 직급은 지원자의 경력과 경험 등을 종합적으로 평가 후 최종 합격 통지 전 채용담당자를 통해 커뮤니케이션 될 예정입니다. 채용 및 업무 수행과 관련하여 요구되는 법령상 자격이 갖추어지지 않은 경우 채용이 제한될 수 있습니다. *당사는 ‘채용절차의 공정화에 관한 법률'에 의거, 채용 과정 중 업무와 무관한 일체의 개인신상정보를 묻거나 요구하지 않으며, 공식 채용페이지를 제외한 수단으로 일체의 개인정보를 수집하지 않습니다.*

[채용일정 및 참고사항] ~채용 시 마감(모집완료시 조기 마감될 수 있습니다) *지원 후 30일 이내 서류전형 결과 미 통보시 서류 전형 탈락으로 간주되며, 최종 전형 결과는 전형 마감 후 자체 채용페이지를 통해 고지됩니다.*

[채용과정] 서류전형 -> 채용담당자 인터뷰 -> Business 인터뷰(2회 이상) -> 평판조회 -> On-Boarding (상황에 따라 인터뷰 절차가 추가 및 변경될 수 있습니다.)

[복리후생] 복지포인트, 스페셜휴가, 출퇴근편의 제공(기숙사/통근버스/통근보조비), 임직원 및 가족 단체보험, 임직원 건강검진 프로그램운영, 리조트 임직원 할인 등. 직무 및 직급에 따라 상이할 수 있으며, 회사 정책에 따라 변동될 수 있습니다.

[인재모집 업체 관계자는 아래 내용을 주의하여 읽어주세요] Inspire Integrated Resort Co., Ltd.,는 오픈 된 포지션에 대해 의뢰하지 않은 인재모집업체 (헤드헌터, 서치펌 등)의 도움을 받지 않습니다. 해당 포지션에 대한 유효한 서면 의뢰 요청 없이 인재모집 업체가 자의적으로 당사의 직원에게 제출한 모든 이력서는 당사의 재산으로 간주됩니다. 또한 기존에 당사와 계약이 체결된 인재모집업체라 하여도 직접적으로 서면 의뢰한 직위에 대해서만 유효하며, 그렇지 않을 경우 대행업체가 추천하여 당사가 고용한 후보자가 있더라도 수수료가 지급되지 않음을 유념하여 주시기 바랍니다.

Hotel Operations — Hotel Operations — Front Desk — 인스파이어인티그레이티드리조트 — 인천광역시 중구, 공항문화로 127 — Full-time — Experienced — 5 years