Guest Service Coordinator

Date Posted: Posted30+ hari yang lalu

Salary:

Jakarta

Uraian Tugas

Conduct shift briefings to communicate hotel activities and operational requirements
Direct, supervise and coordinate activities in the Telecommunications department
Develop and implement procedures for proper handling of in and out-going telephone calls, faxes, rental equipment, and other telecommunication services
Handle guests’ needs and complaints tactfully and efficiently. Investigate complaints regarding telecommunication services and operators and technicians, take appropriate actions.
Provide supervision to Reservations Staff. Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
Ensure information provided to guests is accurate and individualized
Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge
Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
Assist in preparing daily, weekly and monthly reports
Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
Ensure smooth shift changes with proper pass-on to the next shift

Pengalaman kerja

Diploma education
Minimum 1 year of experience in a similar capacity or minimum 3 years of experience in the area of guest services/tele-marketing
Excellent reading, writing and oral proficiency in English language
Proficient in MS Excel, Word, & PowerPoint
Ability to speak other languages and basic understanding of local languages will be an advantage
Strong leadership, interpersonal and training skills
Good communication skills
Results and service oriented with an eye for details
Ability to multi-task, work well in stressful & high-pressure situations
A team player & builder

Manfaat