Job Overview

Overseeing room Front Desk & Reservation operation and work closely with Housekeeping and Maintenance operation. Be actively involved in all areas of the Operations Department.

You will ensure the training and development of your team, empowering them to drive the business at every opportunity, especially during peak periods, to maximise room revenues and ensure the best customer service is delivered consistently.

Ensure Company standards are delivered at all time and develop property-specific strategies to ensure positive growth. Closely monitor competitors for shift in demand, rate and strategy.

Fully understand the Company vision, mission & core values.

Duties and Responsibilities

Customer Relations Manager (assist) responsibilities must have a flexible approach to working hours as the business demands and will need to cover and assist the Front Desk and/or Sales & Customer Care during peak period.

Be a team player and be able and willing to assist other Heads of Department (HOD) when necessary, to ensure the smooth running of the operations and ultimate guest satisfaction.

Make Reservations

The main responsibility of this position is to help customers with planning and booking reservations. The Team works with customers to plan out the duration of their stay and then send booking confirmation after processing payments. They are often the first person a customer will contact to sort out any issues with a stay.

Check-in/out, Maintain OTA Info & Revenue Support

One key responsibility of this role is to make sure smooth check-in/out experience is provided. At the same time, keeping accurate records about customer bookings, payments, and OTA policies that may need when interacting with a guest. You also required to use records to support analyzing market trend and making Revenue related strategies.

Provide Customer Care & Build Relations

An important responsibility for this position and the Team is providing customer care support if there is a problem with payment confirmation or issues navigating a hotel website to book a stay. The Team must hold themselves to the highest standards of professionalism as they work through customer issues to provide Customer Care & Build a strong and long lasting relations.

Sell Additional Services and Upgrades

Another important responsibility of this role required to upsell and promote relevant packages to customers to increase the revenue.

• To assess and evaluate team members’ performance through mid-year review and year end performance review
• Attend scheduled meetings and briefings
• Participate in process flow design of any marketing and promotion campaign
• Conduct sales calls with Business Development representatives
• Conduct regular team meeting to ensure two-way communication is maintained between team members and management
• Support the management team in the creation of management reports
• Undertake any administration associated with payroll, staff AL/MC applications, expense claim, and amendments to staff rosters,
• Attend customer complaints received by the team members and handle escalations through to resolution.
• Identify areas for service improvement and make recommendations to the management team
• Make ownership of issues and concerns of guests and VIPs, including operation, pricing and any other queries they may have
• Carry out any other reasonable duties and responsibilities as assigned.