About the job Customer's Relations officer
About the Company
The brand was carefully crafted by harnessing the power of a group of dynamic, like-minded hospitality, service, food & beverage, and business superstars. They were tasked with one goal - deliver a fresh brand that will wow both international and local guests, and escape the resort cliches. Whether its the service, the design, or just the overall environment and ambience - The guests will feel like they've truly stepped into Paradise
Working here is more than just work: its exciting and inspiring. Itll spark your imagination every day, and might just inspire you to explore career directions you'd never considered before. There's a lot to discover, so start here.
About the Role
The Hospitality Customer Relations Officer is responsible for ensuring an exceptional guest experience by managing customer interactions, addressing concerns, fostering positive relationships and upselling experiences. This role requires excellent communication skills, a keen eye for detail, and a passion for delivering outstanding customer service. The Customer Relations Officer acts as the primary point of contact for guests, handling inquiries, complaints, and feedback to ensure satisfaction and loyalty that come through Head Office and Direct Bookings.
Responsibilities
Guest Interaction:
Serve as the main point of contact for guests, ensuring all inquiries and requests are handled promptly and professionally
Greet guests upon arrival, ensuring they feel welcomed and valued throughout their stay through related platforms
Provide information about the hotel's services, facilities, and local attractions to enhance the guest experience
Complaint Resolution:
Address and resolve guest complaints and issues in a timely and effective manner, ensuring a positive outcome for both the guest and the establishment
Escalate complex or sensitive issues to the Guest Services Manager or General Manager when necessary, ensuring appropriate follow-up
Customer Feedback:
Collect and analyze guest feedback through surveys, online reviews, and direct interactions
Provide reports and insights to management, highlighting trends and areas for improvement
Implement strategies to improve guest satisfaction based on feedback
Relationship Management:
Build and maintain strong relationships with repeat guests, VIPs, and corporate clients, ensuring personalized service and attention to their needs
Coordinate with other departments to ensure seamless service delivery, especially for special requests and VIP treatments
Loyalty Program Management:
Promote and manage the hotels loyalty programs, encouraging guest participation and enrollment
Ensure that loyalty program members receive appropriate recognition and benefits during their stay
Administrative Duties:
Maintain accurate records of guest interactions, complaints, and resolutions in the CRM or other tracking systems
Prepare and submit reports on guest satisfaction, complaint resolution, and customer service metrics to management
Coordinate special services or amenities for guests, such as transportation, event tickets, or special room requests
Coordinate with other departments such Hotel General Managers to ensure seamless service delivery, especially for special requests and VIP treatments prior and upon check-in
Qualifications
Bachelors degree in Hospitality Management, Communications, or a related field is preferred
2-4 years of experience in a customer service or guest relations role within the hospitality industry
Strong problem-solving skills with the ability to handle challenging situations calmly and effectively
Excellent verbal and written communication skills
Proficiency in customer relationship management (CRM) software and other relevant tools
High level of empathy, patience, and interpersonal skills
Ability to work in a fast-paced environment with a strong focus on guest satisfaction
Knowledge of hospitality industry standards and best practices
Multilingual skills are an advantage
Speaks a proficient level of English
Proactive and problem solving skills
Strong communication and interpersonal skills
Ability to adapt to a fast-paced and dynamic work environment
Benefits
Social security
Training course
Group health insurance (in the plans)
Service charge (4K - 8K THB/ month on average)
Phone allowance
Performance-based bonus (average 1 month)
Working Condition
This is a full-time position based at theoffice in Bangkok, Thailand
Regular office hours are from 9.00 a.m. to 6.00 p.m., Monday to Friday with WFH days
This position requires flexibility in working hours, including evenings, weekends, and holidays, depending on guest needs
Ability to stand and move around for extended periods, interacting with guests throughout the establishment.
Ability to work in a fast-paced environment with changing priorities