Overview:

• As a key player, you will have the opportunity to promote our exciting “Explorer Program”, assist with special requests, handle guest feedback, and ensure their satisfaction throughout their stay.

Your role:

• Promote the activities offered in our “Explorer Program”
• Ensure accurate reservation of activities and services
• Handle and monitor guest complaints and follow up with appropriate action
• Interact regularly with guest to obtain feedbacks for improvement
• Encourage guests to leave positive reviews online and respond to reviews in a timely manner
• Liaise with all those concerned for special requests (Honeymooners, birthdays, wedding anniversary)
• Upsell activities and services to guests to enhance their experience
• Participate in the selection, recruitment, and promotion of team members in coordination with HR
• Conduct performance appraisals and identify necessary training measures for team members
• Develop and implement formal training plans for the department with the support of HR
• Ensure that discipline prevails within the team and communicate any disciplinary issues to Superior / HR Manager
• Act as a coach to support team members’ personal and professional development
• Ensure that on the job training is conducted on a regular basis
• Ensure Guests’ / Repeaters’ satisfaction at all times and be totally aware of their preferences
• Ensure that respective team projects a warm, professional and welcome image
• Establish and maintain effective interpersonal relations and take active interest in the welfare, safety & development of team members
• Manage roster and ensure proper planning and control of annual leave for the department
• Maintain a clean and organized work environment within the department

Your profile:

• HSC level or equivalent / SC level with professional training experience
• Diploma with specialization in Front Office from a recognized institution (NTC)
• At least 3 years experience in Front Office or Reservation and strong familiarity with hotel management system
• Previous experience in a customer-facing role
• Excellent interpersonal and communication skills
• Fluent both in English and French, a third language would be an advantage