Support Front Office Manager in ensuring department targets and review for improvement including guest review/social media rating & positioning/upsell/membership enrolment/DCC etc.
Review work processes for possible improvements and efficiency
Handles all guest complaints/feedback in a professional manner
Follow up on guest complaints efficiently and take corrective action
Provides on-site support to guests needs and queries
Oversee and supervises guests arrivals and departures with the front office team
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
Ensures all reception and cashiering procedures are performed in accordance with established standards
Works closely with other operational departments to provide seamless and consistent guest service
Train new and existing staff to ensure consistency in service delivery
To coordinate guests and staff during an emergency evacuation
Review daily activities which include daily forecast/target/issues or incident regards to internal & external guest
Performs any other job tasks assigned by the Front Office Manager
Requirements
At least 2 years of relevant working experience in a similar capacity
Good knowledge on PMS Opera
Strong problem solving and analytical skills
Excellent communications skills
Customer service oriented and able to handle challenging situations professionally
Ability to perform under pressure in a fast-paced environment
