Guest Relation Manager (Trưởng bộ phận Chăm sóc khách hàng)

For Customers:
Responsible for the customer care department, accountable for consolidating customer information at Haian Beach Hotel & Spa, collecting customer data, and proposing insights and solutions to meet customer needs and maximize benefits for the hotel.
Master various communication channels to ensure customers access hotel products and services optimally and understand policies related to these offerings.
Compile customer satisfaction metrics (satisfaction levels, issues commonly encountered, complaints, etc.) and prepare reports for senior management.
Gather complaints and inquiries from customer service staff. Handle frequent customer complaints according to the hotel&039;s Standard Operating Procedures (SOP).
Internal Tasks:
Consolidate suggestions, propose ideas for customer care processes, and present them to leadership levels to enhance customer service effectiveness.
Plan and conduct training and professional development for interns and customer service staff within the department.
Monitor and execute giving gifts, offers, and appreciation tokens on important occasions for customers.
Deployment, Support
Prepare reports as requested by superiors.
Immediately report to the direct supervisor about issues beyond handling capabilities.
Participate in advanced training sessions related to the department&039;s operations.
(Job details will be discussed further during the interview)
Support PR and advertising activities of the hotel when required.

- Good and friendly situation handling skills.
- Excellent interpersonal skills.
- 2 years’ experience in similar role or capacity in hotel with rotational management roles in Front Office.
- Graduated from College majoring in hospitality, foreign languages ​​or higher;
- Listen, speak, read, and write fluently in at least 1 foreign language.
- Strong people- management skills.

- Fully enjoy social insurance, health insurance, unemployment insurance according to current labor law.
- The most competitive salary, negotiable according to capacity.
- Uniforms and meals provided.
- Civilized, friendly and professional working environment.

Cập nhật gần nhất lúc: 2024-07-24 08:45:02