Responsibilities:
Providing exceptional service to guests
Implementing plans to improve customer satisfaction
Assisting with guests queries/disputes
Resolving complaints effectively
Sharing tips with the team to enhance customer service
Handling the arrival and departure of guests
Acting as a communication hub between guests and team members
Informing guests about updates of services
Providing reports to senior manager on the activities
Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
Appraise team’s performance and produce reports
Examine activities logbook, assign tasks appropriately and implement control schedule daily
Skills:
Excellent customer service skills
Knowledge of the hospitality industry
Familiar with ERP and MS Office softwares
Great leadership skills
Effective communication skills