Owner Representative Cum Guest ServiceCông ty TNHH Biển Ngọc - Hồ Tràm

COORDINATE ON RESERVATION/BOOKINGS FOR THE OWNER/RESIDENT/VIP GUESTS
Coordinate with Owner Desk/Reservation Department to handle all the bookings/reservation from the owner/residents/VIPs as per policy established.
Check the availability of accommodation with Owner Desk/Reservation upon request of the owner/residents/VIPs.
Coordinate with Owner Desk/Reservation to provide support to customers for any special request of booking as cancel, amend, no show, amenities booking.
Handling customer queries and complaints relating to the Owner Desk/Reservation.
Working closely with Owner Desk and Operator Team to maximize Guest Satisfaction.
Maximizes the revenue of the hotel by up selling all hotel products and services.
Develop and maintain a regular pattern of sales calls.
Record special billing arrangements for groups and special guests.
Monitors the room points inventory & maximizing the yield of usage.
MANAGE GUEST EXPERIENCE/SERVICE QUALITY FEEDBACK
Taking care of the owners/residents/VIPs during the stay at the resort and handle their needs/complaints/feedbacks if any.
Are responsible to ensure all guests' needs and requirements are met, providing at all times a high level of luxury personalize service and satisfaction by working and liaising closely with all departments of Operators.
Establishes and develops personal guest contact, promoting feedback and is constantly proactive in anticipating guests' need and requirements.
Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Operator Hotels Group Loyalty programs.
Review and prepare all daily arrivals, coordinate with Operator to allocate best available rooms according to VIP status, room rate charged, and guests requests.
Double check the accuracy of all work performed by Operator to ensure the appropriate services to the owner/residents/VIPs.
Create a record and keep the owner/residents/VIPs up to date on current activities in the resort and local area.
Check all checklist for villa inspection, which have done by Operators. Log all faults and defects in logbook and ensure rectification. Undertake final preparation of each villa prior to guest arrival.
Be a main contacted person for all department whenever needed to serve VIP guests.
Be visible at outlets for breakfast, lunch and dinner to collect feedback and information from guests.
Review the quality of service, check in, check out, landscaping, F&B, etc... by looking at Operator's work & guest's feedback and come up with recommendation to Operator/BOD.
MANAGE THE MAINTENANCE & MANAGEMENT RULES & WARRANTY WORKS AT THE RESIDENT VILLAS ON SITE.
Coordinate with Operator to inform/give feedback about the villa Resident defects.
Coordinate with Operator, Owner Desk, QS & Projects department on site to handle on the Villa Residents defects that out of warranty work & can not handle by Operator Team.
Coordinate with Operator, Owner Desk & Projects department on site to handle on the Villa Residents defects that under warranty work.
Coordinate with Owner Desk & Operator on the Villa access to ensure safety & security during construction executing.
Coordinate with Owner Desk & Operator to maintain the initial design of landscape, MEP, construction at the outside of the House as per operator's standards/BOD's approval.
Coordinate with Owner Desk, Project & Operator to manage any construction renovations may have at the Villa Residents as per operator's standards/BOD's approval.
Coordinate with Owner Desk on the payment collection of M+M fee & Renovation/repairing fee may have.
ASSIST IN SETTING UP THE OWNERS'S COMMITTEE & OWNER'S COMMITTEE MEETING & IMPLEMENTING
Assist in organizing the vote of OWNERS'S COMMITTEE with the owners as per schedule
Assist in organizing the meeting of OWNERS'S COMMITTEE to discuss on maintenance & management rules and fees, investment return, the outstanding issues of the operation, procedures to service owner's needs, explanation & approval on capital reserve expenditure,...
Dealing with owner issues in the interest of all owners
Announce & implement the decision from Owners' Committee to owners
OTHER ASSIGNMENTS BY MANAGER/BOD