Guest Service Mandarin / Arabic Speaker

Property tour, operational observation, daily briefing, grooming practice, guest greeting and welcoming practice, and introduction to Guest Service operations.

Hospitality communication, verbal and non-verbal communication, active listening, telephone etiquette, and professional communication.

Basic front office operations, reservations, check-in/check-out procedures, room information, guest registration, and hotel system introduction.

Types of guest complaints, complaint handling techniques, service recovery, problem-solving, and emotional intelligence.

Guest experience, personalized service, anticipating guest needs, upselling, guest loyalty, and creating memorable experiences.

Performing Guest Service duties with greater independence under supervision, handling guest interactions, monitoring guest requests, completing a mini improvement project, and final assessment.