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.
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.
Mana-Mana Suites & Hotels (MMSH), is an innovative hospitality and rental management company catering to like minded owners and developers of city suites, hotels, getaway villas and resorts in and around Asia Pacific region.
Mana-Mana Suites & Hotels (MMSH)，是一家創新的酒店和租賃管理公司，為亞太地區及周邊地區城市套房、酒店、度假別墅和度假 村的志趣相投的業主和開發商提供服務。
We determined to make all places to be more welcoming and enjoyable. In return, higher yield for owners.