Responsibilities:
- Ensure clients are properly greeted upon their arrival.
- Oversee daily bookings and ensure assigned rooms are prepared prior to check-in.
- Monitor check-in and check-out procedures, including reservations and financial transactions.
- Promptly address guests' requests, like in-room dining.
- Resolve customer issues, complaints, problem in a quick, efficient manner to maintain a high level of customer satisfaction
- Plan and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
- Promote all hotel amenities, conveniences and programs offered.
- Manage guest relations team (including Receptionists and Concierges) to ensure compliance with all standards and operating procedures.
- Appraise team's performance and produce regular reports.
- Liaise with other Departmnents to provide an overall comfortable guest experience.
- Inspect daily duties, assign tasks and check on progress.
- Analyze customer feedback from E-survey and online reviews and suggest ways to improve ratings.
- Print rate variance report and check market segmentation rate & rate code.
- Audit check on all credit card transaction.
- Run Night Audit change of day.
- Prepared VIP list and recognition guest entitlement.
Requirements:
- Proven work experience as a Duty Manager, Guest Relations Manager or similar role.
- Familiarity of all hotel management best practices and relevant laws.
- Hands-on experience with Hotel Management software (PMS).
- Excel in English; knowledge of other languages is a plus.
- Customer service drive with exemplary communication and active listening skills.
- Outstanding problem-solving and multitasking skills.
- Leadership skills along with the ability to motivate a team into high performance.
- Able to work flexible hours.
- Strong sense of responsibility and a professional presentation.
- Possess at least Certificate in Hospitality Management, Tourism, Business Administration or relevant field.
Perks & Benefits
- Nearby public transport
- Central location
- Regular team activities
- Medical insurance
- Personal development opportunities
