Primary Responsibilities:
- Assist the Guest Relations Manager in managing day-to-day Front Desk duties ensuring smooth operation process, handling and escalating the guests complaints to achieve satisfaction, and ensuring effective communication within the hotels to enhance the guests experience throughout their stay
- Manage the flow and activities at the hotel driveway and entrance such as coordinating traffic movement, ensuring guest luggage & parcels are delivered promptly to the guest and ensure guests booking for transportation, restaurants, and other requests are fulfilled in a professional manner.
- Assist the Guest Relations Manager in managing and planning for the hotel breakfast services, events and banquet in accordance with the requirements and sanitation regulations, attend to guests complaints and provide positive resolutions.
- Assist the Guest Relations Manager in managing the safety and security of the hotel premises, assisting in investigation and data analysis, proper handling of sensitive information to maintain confidentiality and impartiality.
Requirements:
- Minimum Diploma or Degree in Hospitality or Tourism Management.
- Minimum 5 years experience as a team leader in Front Office / Guest Relations within a hotel environment, preferably in 5-star hotel.
- Deliver exceptional customer experiences through proactive issue resolution and personalized support.
- Possess excellent communications, leadership, and interpersonal skills.
- Knowledge and experience in problem solving.
