Duty Manager/ Quản Lý Dịch Vụ Khách Hàng

SCOPE OF WORKS

• Ensure the guest satisfaction during Pre-Arrival, Arrival & In-house at peak level.

• Maintain the given direction and control all activities relating to the Front Office Department.

• Trainings or anything related to employee development programs.

• Primarily responsible to ensure that Front Office shifts are run efficiently, and providing outstanding guest service

DUTIES AND RESPONSIBILITIES

1. Monitor and responsible for Front Office’s activities.

2. Lead department handover meeting and guarantee the attendance from on duty associates, three times daily.

3. Ensure associates are properly groomed and in branded uniform at all times

4. Maintain working area tidy, clean and organized (including whole lobby, driving way and entrance area)

5. Ensure all associates are aware of role and responsibilities and operate within their guidelines.

6. Maintain a good working relationship between the associates and other departments.

7. Coordinate with Transportation and Tour Vendors

8. Provides excellent service to internal customers in other departments and business partners as appropriate

9. Track up the planning for revenue increase process

10. Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

11. Take care of guest’s incidents. Ensure all guest incident reports and logs are properly filed and maintained.

12. Report higher management serious cases that cannot be solved immediately.

13. Maintains positive guest and colleague interactions with good working relationships.

14. Determine guest requirements and follow-up. Answer guests inquires and attend to the needs of the guests.

15. Ensures branded service culture has been implemented.

16. Works closely with other employees in a supportive, flexible and empower manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

17. Perform ambassador responsibilities and duties when needed. Ensure smooth check-in and check-out of all guests during peak hours, through properly handing guest accounts and with efficient service provided to all guests.