Guest Relations Officer at Clear Essence California Spa and Wellness Resort

Responsibilities:

• 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.
• Possess the ability to listen and find solutions to guests’ issues and answer inquiries pertaining to facility amenities and services.

Requirements:

• Minimum academic qualification of Bachelor's Degree in Hospitality Management or any related field.
• Minimum of 3 years experience in hospitality management.
• 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 (Opera).
• Advanced use of Microsoft Word and Excel.
• Daily hotel operational knowledge.
• Substantial Customer Service background within the hotel industry.
• 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 competing demands and able to deal with frequent change, delays, or unexpected events.
• Attention to detail and a commitment to high standards of delivery.
• Excellent organizational skills and ability to improve and promote quality.
• Self-motivated and exhibit calmness under pressure, with a flexible approach.
• Strong commitment to team work and supporting the wider objectives of the Company.