QUALIFICATIONS:

Candidate must have a Bachelor's degree in Hospitality Management, Business Administration or a related field  Has proven experience as a Customer Service Manager or similar role in the hotel industry Has exceptional interpersonal and communication skills Has strong leadership and team management abilities Candidate must be able to handle and resolve guest complaints effectively Must be knowledgeable in hotel operation, reservation systems, and industry trends Has excellent in problem-solving and decision making skills Proficient in hotel management software (OPERA) and Microsoft Office suite Availability to work flexible hours, including weekends and holidays Attentive to details and committed in providing exceptional customer service

 

DUTIES AND RESPONSIBILITIES:

Provide outstanding customer service to hotel guests, ensuring their needs are met and exceeded throughout their stay. Handle guest inquiries, requests and complaints promptly and professionally, aiming for complete guest satisfaction Lead, train and supervise the front desk and guest service team, ensuring a high level of professionalism, efficiency, and guest-centric approach. Foster a positive work environment that promoted teamwork and empowers employees to deliver exceptional customer service Establish and enforse service standards and procedures to ensure consistent and exceptional guest experiences. Monitor guest feedback and implement necessary improvements to enhance service quality Conduct regular training sessions to enhance the skills and knowledge of the front desk and guest service team. Provide coaching and feedback to team members, recognizing and rewarding outstanding performance. Act as a point of contact for guest emergencies, complaints, and critical incidents. Handle difficult situations calmly and professionally, finding effective resolutions while maintaining guest satisfaction Monitor, respond, and report online feedback from OTA (Online Travel Agencies), Facebook, and other travel-related websites. Address guest reviews and comments promptly and professionally, aiming to resolve issues and maintain a positive online reputation Foster open and effective communication channels with all hotel departments, ensuring smooth operations and seamless guest experiences. Collaborate with housekeeping, maintenance, and other teams to address guest needs and resolve issues promptly Conduct performance evaluations for front desk, guest service staff and concierge, setting clear goals and expectations. Provide constructive feedback and implement performance improvement plans where necessary