Last Updated: 2023/11/09

Company: Casino Hotel Industry: Hotel Industry

Job Responsibilities:

• 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.

Job Requirements:

• 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 English and Cantonese / Mandarin.