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Hotel Customer Service Relationship Manager( Abuja)

The  Hotel Customer Service Relationship  Manager directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest service. Prepare monthly reports and budget for the front office department.

Responsibilities

  • Trains, cross –trains, and retrains all front office personnel.
  • Participates in the selection of front office personnel.
  • Evaluates the job performance if each front office employee.
  • Maintains working relationships and communicates with all departments.
  • Verifies that accurate room status information is maintained and properly communicated.
  • Resolves guest problems quickly, efficiently, and courteously.
  • Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
  • Reviews and completes credit limit report.
  • Works within the allocated budget for the front office.
  • Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
  • Checks cashiers in and out and verifies banks and deposits at the end of each shift.
  • Enforces all cash-handling, check-cashing, and credit policies.
  • Upholds the apartment’s commitment to hospitality.
  • Prepare performance reports related to front office.
  • Maximize room revenue and occupancy by reviewing status daily.
  • Monitor high balance guest and take appropriate action.
  • Ensure implementation of all apartments policies and house rules.
  • Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
  • Prepare revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

 

Competency/Skill/Requirements

  • B.sc in similar or related field.
  • Minimum of 4-5years experience in the hospitality industry.
  • Outstanding customer service skills
  • Complaint handling and conflict resolution skills
  • Good personal presentation and professionalism
  • Good organization and prioritization skills
  • Strong administrative skills
  • Good verbal and written communication skills
  • Confident presentation skills
  • Strong interpersonal skills 
  • Ability to work under pressure and to strong targets
  • The ability to manage own work load