Assistant Customer Relationship Manager

2 weeks ago

Orchard, Singapore Royal Plaza on Scotts Singapore Full time

If you are a problem solver who is meticulous and thrives on guest satisfaction, we want you

**Area of Focus**:
Fully accountable for the development, management, communication and progress of the hotel’s Customer Relationship Management programmes with the main purpose of driving guest satisfaction.

**Responsibilities include (but not limited to)**:

- Respond daily to online guests’ reviews on ReviewPro and all other electronic platforms on hotel and F&B feedback
- Investigate and follow up on any incidents / irregularities highlighted in the guests’ reviews. Make recommendations, meet & greet and / or respond to the guest accordingly
- Compile and disseminate all feedback and reports pertaining to guests satisfaction
- Keep the Management informed of any risk or opportunity in relation to any guest experiences or interactions from the guests’ stay survey
- Maintain open and constant communication with all teams, on a day to day basis regarding special requests / attention required by our guests
- Professionally personify the Hotel’s brand values in all the communications and interactions with internal and external guests
- Continuously identify opportunities to create colourful moments for guests. Co-ordinate / facilitate the execution
- Prepare the necessary reports and presentations to chair the Service Excellence Meeting on a weekly basis for continuous improvements
- Maintain the integrity of the guest history database
- Ensure that guest preferences, special feedback and information from different channels is recorded accurately
- Ensure the uniformity of guest profiles in Hotel’s PMS by merging, purging and de-duplication on a regular basis
- Maintain “Blacklisted Guest” file
- Improve the quality of databases across the hotel
- Increase the operational efficiency by vetting arrival list (next 3 days) in advance. Maximize the number of perfect reservations. To focus on VIPs and Brunei High Commission Guests’ visits. Ensure all welcome amenities and room blockings are prepared
- Act as quality control for service standards benchmarks set in the hotel
- Consistently promote a customer centric attitude across the hotel
- Be prepared for job reassignment or re-deployment to another department / section, as required or assigned by the management

**We are looking for someone who is**:

- Experienced and / or familiar with the Hospitality industry, especially in using OPERA
- Strong analytical skills so as to provide meaningful insights and ensure accuracy in reporting
- A team player with problem-solving abilities, resourcefulness and can-do attitude
- Creative and thinks out of the box when it comes to problem-solving
- Excellent interpersonal, communication and written skills

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