Front Desk / Customer Service Officer at Clear Essence California Spa and Wellness Resort

Job Summary
We are seeking to employ the services of an experienced Front Desk/Customer Service Officer with the follow...

Job Description

• We are seeking to employ the services of an experienced Front Desk/Customer Service Officer with the following set skills, qualification, and attributes:
• Ensure proper handling of guest complaints and monitor customer satisfaction with surveys and comment cards.
• Uphold gracious front desk procedures in the booking and handling of customers.
• Prepare guest folio and check-out procedures and able to review checkouts.
• Ensure that reservation operations and procedures are maintained and improved to retain optimum efficiency at all times.
• Perform multi-task functions and exhibit excellent problem-solving skills in relation to dealing with guests.
• Provide weekly and monthly occupancy forecast and maintain accurate occupancy forecast to avoid over/under booking.
• Maintain and promote hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone pertaining to facility amenities and services.

Experience Required

• Substantial Customer Service background within the hotel industry, with at least 4 year’s front desk experience.
• Daily hotel operational knowledge, with a minimum of three year’s experience.

Job Requirements

• Certified hotel administrator and a graduate degree or equivalent from a reputable higher institution would be an added advantage.
• Proficient in the use of Front Office software.
• Advanced use of Microsoft Word and Excel.

Personal Attributes Required:

• Excellent written and verbal communication skills.
• Demonstrate accuracy and thoroughness, and exhibit sound judgment.
• Ability to develop and maintain gracious and efficient front desk procedures.
• Ability to deliver superior and consistent guest experience through employee development, service standards, and training.
• Understand business implication of decisions and demonstrate good Knowledge of the market and competition.
• Manage to compete for demands and able to deal with frequent change, delays, or unexpected events.
• Excellent organizational skills and ability to improve and promote quality.
• Self-motivated and exhibit calmness under pressure, with a flexible approach.
• Strong commitment to teamwork and supporting the wider objectives of the Company.