• Manage daily operations of the customer services center and customer services at stations.
• Investigate customer\'s problems and find solutions.
• Implement and enforce all company policies and procedures.
• Make schedule and assign customer services center personnel duties.
• Implement and enforce all HR related issues including hiring, discipline and employment guidelines.
• Prepare daily operations reports.
• Handle major incidents that cannot be resolved by agents.
• Troubleshoot equipment issues, prepare work orders and follow-up with equipment technicians.
• Coach and Train the staff as required.
• Assign daily work assignments and cleaning duties.
• Develop and implement customer service policies and procedures.
• Define and communicate customer service standards.
• Review and assess customer service evaluations
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Review customer complaints.
• Track customer complaint resolution.
• Handle complex and escalated customer service issues.
• Monitor accuracy of reporting and data base information.
• Identify and implement strategies to improve quality of service.
• Co-ordinate and manage customer service projects and initiatives.
• Identify and address staff training and coaching needs.

• Blocking/allocation of rooms on executive club floor for the executive guests.
• Mock room blocking for the visitors’ orientation.
• Rooms’ inspection to ensure the maintenance.
• Preparation of necessary sale material to provide information to the visitor guests.
• Showing visitor guests the reception area and the executive club lounge.
• Check INS and check outs of executive club floor guests.
• Assisting guests for all mini business center services.
• Briefing the visitors all the benefits of staying on executive club floor.
• Escorting the guests to their allocated rooms.
• Introducing the room facilities to the in house guests and new arrivals.
• Maintaining guest history.

• Ensure and provide flawless, upscale, professional and high class guest service experiences
• Analyze customer feedback and provide strategic direction to continuously improve overall rating
• Respond to guests needs and anticipate their unstated ones
• Expect and react promptly to guests’ requirements and inquires
• Actively listen and resolve guests’ complaints
• Oversee and coordinate all arrivals and departures of special guests.
• Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Appraise team’s performance and produce reports
• Examine activities logbook, assign tasks appropriately and implement control schedule daily.

• Greet and register incoming guests.
• Process guest folios and collect payment.
• Administer and manage cash handling responsibilities.
• Handle guest requests and concerns promptly and with courtesy.
• Assist guests with any inquiries regarding local entertainment, restaurants or transportation.
• Maintain efficient and effective flow of information with guests and all internal departments.
• Handle additional duties as needed by guests or management.

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest\'s name at every opportunity.
• Registers and rooms all arrivals according to established procedures
• Maintains intimate knowledge of departmental standards and procedures
• Cashes hotel guest\'s personal and travelers checks and assists with currency exchange
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest\'s request of using the service of safety box at all times