Last Updated: 2023/11/09
Company: Casino Hotel Industry: Hotel Industry
Represent management in the handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner.
Oversee the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel.
Maintain close working relationships with other departments, such as International Marketing, Casino Marketing, Housekeeping, Property Services, F&B, Contact Centre, Spa, Human Resources, Transportation and Revenue, etc.
Meet and greet guests and foster positive relationships between the guests and hotel.
Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.
Manage the Hotel Customer Satisfaction Program ensuring a systematic approach to guest feedback and complaint recovery.
Observe the overall conduct, appearance, productivity and performance of all employees and relay any relevant information to management.
Diploma or degree in equivalent hospitality training.
Minimum 2-3 years working experience in luxury 5 Star International Hotel with supervisory or managerial levels.
Knowledge of Hotel Property Management Systems (preferably OPERA).
Proven customer service skills and experiences.
Effective organizational and leadership skills.
Ability to communicate well to all levels of management and employees.
Motivates others to achieve business objectives and common goals.
Good command in both written and spoken Cantonese / Mandarin / English.