
Customer Service Hospitality Lead
2 weeks ago
The Guest Relations Manager plays a vital role in ensuring the smooth operation of front office functions. This includes responsibility for reception, concierge, communications, and the club lounge.
Key Responsibilities:
- Act as the primary contact for guest issues or hotel emergencies in the absence of senior management team members.
- Handle all guest complaints and feedback in a professional manner, particularly for Japanese-speaking guests to ensure their needs are met.
- Collaborate with the sales team on joint calls to Japanese companies.
- Ensure all reception and cashiering procedures adhere to established standards and procedures.
- Provide leadership and support to the team through guidance and training.
- Lead by example and foster a positive work culture that encourages teamwork, accountability, and excellence.
- Attend daily internal operations meetings in the absence of the Front Office Manager.
Requirements:
- Strong interpersonal and communication skills.
- At least 2 years of hospitality experience.
- Diploma in Hotel Management and/or Diploma in Tourism Studies preferred.
- Excellent knowledge of Opera system.
- Proficient in MS Word, Excel, and PowerPoint applications.
- Basic foundation of F&B service operations knowledge preferred.
- Able to work weekends/public holidays and 3 rotating shifts.
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