Guest Service Agent (Korean Speaking)/ Nhân Viên Dịch Vụ Khách Hàn Quốc

1. The Role

Under the guidance of the Assistant Front Office Manager, the Korean-Speaking Guest Service Agent is responsible for delivering efficient, courteous, and personalized service while ensuring smooth Front Office operations.

He/She acts as the primary contact for Korean 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.

2. Key Responsibilities

A. Planning & Organizing

• Review and update the daily Logbook; note special Korean guest arrivals, requests, and preferences.
• 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, Korean markets, etc.
• Follow Accor & Mövenpick standards related to guest safety, health, and security.
• Stay updated on promotions, hotel facilities, and local attractions popular with Korean guests.

B. Operations

Prepare for daily arrivals, especially Korean FITs, groups, families, and repeat guests.

• Handle check-in, check-out, room allocation, and special requests promptly and accurately.
• Serve as the primary communication bridge for Korean guests, explaining hotel facilities, benefits, promotions, and local recommendations in Korean.
• Update guest profiles and ensure accurate guest information in the system.
• Assist with cashiering, currency exchange, and settlement transactions.
• Respond to guest inquiries with warmth and efficiency, ensuring language clarity and cultural sensitivity.
• Support walk-in reservations and inquiries when required.
• Handle guest key issuance, message delivery, and information services professionally.
• Collaborate closely with Housekeeping, F&B, Engineering, Reservations, and Sales—especially for Korean 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.
• Ensure seamless handover between shifts.

C. Korean Market Support Responsibilities

• Provide translation and interpretation support for Korean guests when needed.
• Assist Sales & Marketing or Reservations in communicating Korean market expectations.
• Help prepare Korean-language materials (menus, instructions, hotel layouts) when assigned.
• Understand Korean guest travel patterns, cultural etiquette, and service expectations.
• Support Korean group arrivals and departures, ensuring smooth coordination.

• Diploma in Hospitality, Tourism, Business, or related fields.
• Prior experience in Front Office or Guest Service is preferred.
• Experience serving Korean guests or working in Korean markets is an advantage.
• Fluent in Korean (speaking, reading, writing).
• Good command of English.