- Conducts daily audits of Guest Services Agents’ appearance, grooming and hygiene and takes daily briefing.
- Oversees associate posting, behavior and posture at the main lobby area as well as entrance (inside and outside premises), access corridors and lifts.
- Evaluates per shift checklist, and ensures all tasks are completed.
- Supervises and assists Guest Services Agents in planning, documentation, along with all of their tasks at the Customer Service desk.
- Conducts On-The-Job training for all Guest Services Agents.
- Conducts periodic high balance check in coordination with accounting department.
- Double check next day’s arrivals list daily, ensuring the accuracy of all bookings, room assignments and any related resident requests.
- Reviews traces for all reservations and resolves accordingly.
- Maintains accuracy of data on the Property Management System.
- Meets upon arrival or bid farewell VIP residents in the absence of senior management.
- Escorts guests to the apartment upon arrival when necessary.
- Conducts periodic checks of all luggage/parcel storage areas.
- Addresses and resolves resident complaints or concerns.
- Coordinates with Security Department in conducting investigations as needed.
- Coordinates with Drivers to ensure smooth operations and exceptional service to all residents.
- Conducts daily checking of all traces to ensure resolution of requests and assist in any difficulty encountered.
- Reports to Management any emergencies or incidents reported by residents.
- Conducts Night Audit Tasks based on established procedures and guidelines.
- Prepare daily reports for Management and ensure accuracy.
- Familiarizes herself/himself with billing and credit policies to effectively handle and process billing requirements.
- Conduct random checks on team members from other departments
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