Assistant Customer Relations Manager

If you are a problem solver who is meticulous and thrives on guest satisfaction, we want you!

Area of Focus:
Fully accountable of the development, management, communication and progress of the hotel's Customer Relationship Management programmes with the main purpose of driving guest satisfaction.

Responsibilities include (but not limited to):

. Respond daily to online guests reviews on ReviewPro and all other electronic platforms on hotel and F&B feedback.

. Investigate and follow up on any incidents / irregularities highlighted in the guests reviews. Make recommendations, meet & greet and / or respond to the guest accordingly.

. Compile and disseminate all feedback and reports pertaining to guests satisfaction

. Keep the Management informed of any risk or opportunity in relation to any guest experiences or interactions from the guests stay survey.

. Maintain open and constant communication with all teams, on a day to day basis regarding special requests / attention required by our guests

. Professionally personify the Hotel's brand values in all the communications and interactions with internal and external guests.

. Continuously identify opportunities to create colourful moments for guests. Co-ordinate / facilitate the execution.

. Prepare the necessary reports and presentations to chair the Service Excellence Meeting on a weekly basis for continuous improvements.

. Maintain the integrity of the guest history database:

- Ensure that guess preferences, special feedback and information from different channels is recorded accurately.

- Ensue the uniformity of guest profiles in Hotel's PMS by merging, purging and de-duplication on a regular basis.

- Maintain Blacklisted Guest file.

- Improve the quality of databases across the hotel.

. Increase the operational efficiency by vetting arrival list (next 3 days) in advance. Maximize the number of perfect reservations. To focus on VIPs and Brunei High Commission Guests visits. Ensure all welcome amenities and room blockings are prepared.

. Act as quality control for service standards benchmarks set in the hotel.

. Consistently promote a customer centric attitude across the hotel.

. Be prepared for job reassignment or re-deployment to other department / section, as required or assign by the management.

We are looking for someone who is:

. Experienced and / or familiar with the Hospitality industry, especially in using OPERA

. Strong analytical skills so as to provide meaningful insights and ensure accuracy in reporting

. A team player with problem-solving abilities, resourcefulness and can-do attitude

. Creative and thinks out of the box when it comes to problem-solving

. Excellent interpersonal, communication and written skills