Job Description

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