• To handle customer requests or enquiry via phone, email, and/or chat.
• Interact with customers to provide information in response to inquiries and to handle and resolve complaints.
• Establish relationships with customers with a positive customer experience feeling after every contact.
• Communicate responses in a clear, professional, timely and concise manner.
• Work with team and resources to provide customer with requested service.
• Comply with legal requirements in a lodging property for staff.
• Conduct business continuity exercises and tests.
• Conduct staff performance assessment process.
• Work collaboratively with other staff members to maintain a positive and efficient working environment
• Assist in organizing and coordinating special events
• Uphold and enforce the organization’s standards for quality and customer service
• Develop a work team.
• Foster service innovation.
• Implement service recovery framework.
• Lead workplace communication and engagement.
• Manage customer acquisition and retention programmes.
• Manage guest/customer experience.
• Manage loss/risk prevention.
• Manage relationship with customers.
• Manage the service brand.
• Manage workplace challenges with resilience.
• Monitor and reward performance in a team to support achievement of results.
• Monitor front office operations.
• Good problem solving and decision-making skills
• Other ad-hoc duties as assigned.
• Excellent verbal and written communication skills
• Customer service oriented, result driven & good team player.
• Familiarity with customer relationship management (CRM) software
• Strong interpersonal skills and the ability to establish rapport with customers
• Problem-solving skills to address guest concerns and find suitable resolutions
• Cultural sensitivity and the ability to interact with guests from diverse backgrounds
Proficient in Microsoft Office (especially Excel , PowerPoint and Tally. ERP 9);
• Able to work in a fast paced environment;
• Able to commit to weekends and public holidays.
• Rotational shift- Monday to Friday or Wednesday to Sunday.
• Knowledge in Taxation Law , Marketing Management , Financial management , Human resource Management and Logistic management would be advantageous
• Able to travel – 90%(Local & Oversea )
