Job Detail

- Receive directives from management, plan work, and collaboratively set departmental performance goals.
- Collaborate in designing and adjusting strategies to achieve the division's KPIs and ensure their practical implementation.
- Oversee revenue enhancement in the non-room revenue segment, loyalty programs, guest satisfaction, and customer engagement initiatives that can generate income for the department.
- Manage customer complaints skillfully and effectively, considering the organization's interests, while seeking preventive measures to avoid recurrence. Also, update complaints on the MessageBox.
- Compile customer complaints, issues, and suggestions for management to use in enhancing service effectiveness.
- Review various reports or data sets produced by the department to ensure accuracy, precision, and effectiveness for practical use or data analysis.
- Manage human resources in terms of quantity and quality, selecting employees with the necessary skills and suitability for departmental roles.
- Lead and enhance employee development within a positive environment, utilizing SOPs as standards for regular training.
- Oversee and organize master key control.
- Perform other assigned duties as needed.