Quản Lý Dịch vụ Khách Hàng/ Guest Experiences Manager

* Conducts shift briefings to ensure hotel activities and operational requirements are known
- Supervise Guest Relations and Resort Host Team operations during assigned shift including:
- Update and Maintenance of guest's profile
- Review daily arrival guest and arrange In villas check in guest
- Liaise with Room Service and Housekeeping to set up VIP Amenity at the right time
- Communicates, Coordinates and coordinates with other departments as required. Ex: Front Desk, Concierge, and Bell desk, Driver
- Check the Daily Function and assign Guest Relations accordingly
- Prepare Weekly/daily VIP arrival and note any high paying guests
- Follow up and resolve Guest's traces
- Efficient check in and check out process
- Courtesy call and record to gain Guest's Feedbacks (long stay, loyalty and Regular guests preferred)
- Manage the guest relation department and Resort Team .
- Update and manage "At your Service (ex Dial a Smile) and work out the end of month reporting to the HoDs
- Efficient Check in and Check out at the lobby
- Supervise and control Cash Float
- Order and control stocks in the FO
- Be responsible for all the changes of set up and report immediately
- Instructing staff in cash security procedures
- Prepare monthly reports
- Supervise and train the new comers
- To attend to guest's complaints promptly, efficiently and to report to the Guest Relations Manager for service recovery and follow up.
- To familiar with the habits of regular and long staying guests and anticipate their requirements