Guest Relation Manager (Trưởng bộ phận Chăm sóc khách hàng)

a. For Customers:
Responsible for the customer care department, accountable for consolidating customer information at Haian Beach Hotel & Spa, collecting customer data, and proposing insights and solutions to meet customer needs and maximize benefits for the hotel.
Gather complaints and inquiries from customer service staff. Handle frequent customer complaints according to the hotel's Standard Operating Procedures (SOP).
Compile customer satisfaction metrics (satisfaction levels, issues commonly encountered, complaints, etc.) and prepare reports for senior management.
Master various communication channels to ensure customers access hotel products and services optimally and understand policies related to these offerings.
b. Internal Tasks:
Monitor and execute giving gifts, offers, and appreciation tokens on important occasions for customers.
Consolidate suggestions, propose ideas for customer care processes, and present them to leadership levels to enhance customer service effectiveness.
Plan and conduct training and professional development for interns and customer service staff within the department.
c. Deployment, Support
Immediately report to the direct supervisor about issues beyond handling capabilities.
Support PR and advertising activities of the hotel when required.
Participate in advanced training sessions related to the department's operations.
Prepare reports as requested by superiors.
(Job details will be discussed further during the interview)