Guest Services Officer

Filinvest Hotel: CRIMSON RESORT & SPA MACTAN

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Mactan, and under the direct supervision of the Guest Services Manager, the Guest Services Officer is responsible for the general administration and profitability of the operation of the villa and guest services section.

Meets and Exceeds Customers and Team Members Expectations

• Establishes and communicates customer service objectives which support
  achievements of Crimson's Mission and Vision.
• Monitors customer service levels and counsels employees with alternative methods
  of Responding to customer requests.
• Ensures that employees receive the training necessary to provide "Unique Guest
  Experience" service.
• Determines customer delight level and needs by reviewing comment cards and
  talking to customers regularly.
• Provides staff with the skills training to be able to provide value added service
  customers.
• Performs other duties as required to provide "Unique Guest Experience"

Leadership 

• Develops and implements strategies to achieve Employee Satisfaction Index
  goals.
• Creates a positive work environment for all employees.
• Develops employees to maximize potential and prepare for future promotional
  opportunities by conducting counseling sessions, determining developmental
  needs and allowing these needs to be met.

QUALIFICATIONS

• Bachelors degree in Hospitality Management, Tourism, or related field is an advantage.
• With at least 1-2 years of experience in front office, guest services, or a similar role in the hospitality industry.
• Excellent communication and interpersonal skills with a warm, service-oriented personality.
• Proficient in hotel systems, reservations software, and MS Office applications.
• Strong ability to handle guest concerns and complaints professionally and provide effective solutions.
• Well-groomed, professional appearance, and the ability to maintain composure under pressure.
• Flexible to work in shifts, weekends, and holidays as required by hotel operations.
• Willingness to work in Mactan, Cebu.