Guest Service Manager

Date Posted: Posted26 hari yang lalu
Salary:
NOVOTEL
Jakarta
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Job Description

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.
  • Organize and conduct regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
  • 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
  • Report any equipment failures/problems & repair requests to Maintenance Department
  • Respond to enquiries about hotel products and services by telephone, fax and email according to standard guideline

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 and customer contact skills
  • Service oriented with an eye for details
  • Ability to work well in stressful & high-pressure situations
  • A team player & builder

Manfaat
  • You can work with multinational colleagues
  • Be part of a global community of hospitality industry
  • Opportunity to develop your career
  • A Bienvenue Card – offering

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Job Detail

  • Job Id
    2870b84051de3b1d
  • Location
    Jakarta
  • Company
    NOVOTEL
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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