Front Desk /Customer Service Officer
Ensure proper handling of guest complaints and monitor customer satisfaction with surveys and comment cards.
Uphold gracious front desk procedures in the booking and handling of customers.
Prepare guest folio and check-out procedures and able to review checkouts.
Ensure that reservation operations and procedures are maintained and improved to retain optimum efficiency at all times.
Perform multi-task functions and exhibit excellent problem solving skills in relation to dealing with guests.
Provide weekly and monthly occupancy forecast and maintain accurate occupancy forecast to avoid over/under booking.
Maintain and promote hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone.
Possess the ability to listen and find solutions to guests’ issues and answer inquiries pertaining to facility amenities and services.
Substantial Customer Service background within the hotel industry, with at least 4 year’s front desk experience.
Daily hotel operational knowledge, with a minimum of three years’ experience.