Guest Relations Manager
1 week ago
Position summary statement:
To oversee the smooth operation, management and overall performance of the Front Office Department. To also deliver maximum resident satisfaction by ensuring a consistently high standard of customer service within the department. Has a direct line of authority over all the Front Office.
Primary Responsibilities:
. Maintain a high standard of customer relations/customer service within Front office .
. Ensure and provide flawless, upscale, professional and high class guest service experiences
. Become the Champion in providing all residents with the Local Connection to Singapore and develop and train all current and new Guest Service agents
. Obtains feedback and guest preferences from residents to improve quality standards of service ensure that personalized service is extended to all residents.
. Reviews and monitors the TrustYou and utilize the residents' feedback to improve service delivery.
. Analyse customer feedback and provide statistic data on the overall rating to deliver strategic direction to continuously improve overall rating.
. Coordinate all arrivals and departures of special guests (VIPs, SAs etc)
. Handle guest's complaints, inquiries and requests. Conducts preliminary investigation on guest's complaints.
. Organize and plan guest programs and activities.
. Monitor plans and executes purchase requisition for Front Office.
. Ensure regular communications meetings are held with front office team.
. Adhere to company credit policies to ensure all revenue expected will be received.
. Carry out all interviews for prospective Front Office associates in the absence of Operations Manager.
. Ensure a full education plan is implemented within Front Office to develop all associates to their full potential.
. Ensures the overall efficiency of handling guest enquiries and documentation of transactions.
. Direct, coach and manage team to ensure all standards and procedures of guest services are adhered to.
. To carry out any other works as instructed by the Operations Manager in support of the Serviced Suites and the Corporate Headquarters
. Responsible for the planning and execution of work schedule and leave plan for Front Office Pa associates.
. Plans, monitors and ensures training development of the staff in the department so as to enhance their work performance and career development and to allow potential staff to assume higher roles.
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