Guest service coordinator
Holland America Line (cruise line)
Total years of experience :15 years, 6 Months
General Description
Oversee the operation in delivering premium service. Set a high standard in dealing with guests, contractors, internal customers and revenue passengers. Resolving concerns in timely manner by engaging guest into win-win solution. Guiding the newcomers in completing set task list, smart objectives and daily activities.
Detailed Job Description
Trained to response during 911 emergency cases, fire, bomb and terrorist attack.
Accountable in guest accounts which includes, cash, credit card, traveller check, foreign exchange as well as promissory note.
Proficient in front office system such as Fidelio, Issutrax (concerns record), Ving, Polar (reservation).
Delegated as shift coordinator in supervising operation that includes queuing, concerns, resolution, & compensation before elevating to supervisor.
In-depth knowledge in VIP protocol, handling Neptune Lounge guests (Business class), dignitaries and officers.
Exhibited strong leadership skills in motivating and training colleagues and newbies.
Organizing daily power meetings to ensure the entire front office team is on the same page.
Supporting the supervisor and manager in other tasks that might ascend during the cruise.
Expert in night shift operation.
Administrator in ordering supplies, organizing luggage logistics, sending important e-mails, embarkation & debarkation arrangements, visa, landing cards, passport collection and other back office duties.
General Description
Works within the functional area of front office and guest relations to ensure the highest level of customer satisfaction are achieved whilst maintaining an efficient system for administrative functions.
Detailed Job Description
Market the hotel, its rooms and facilities to the guest effectively.
Performing administration duties and ensuring that all correspondence is carry out in accordance to company set standards.
Proficient in front office system particularly in Oracle.
Performing concierge duties such as luggage assistance and transportation arrangement.
Handles cash, credit payment and other financial transaction.
Answers guest queries & complaints in a friendly and professional manner.
As a night shift officer you are responsible to verify and balance entries of financial transactions reported by restaurants and outlets during the day.
Identifying and correcting discrepancy in the financial record.
General Description
Manage guest service activities and overall guest satisfaction by creating an effective front office operation. Supervising the guest service team performance including implementation of rules and procedures.
Detailed Job Description
Held responsible for the successful operations along with the training and development of all front office associates.
Assisted guests and fellow associates to resolve concerns promptly whenever it would arise.
Forecasting occupancy and generated discrepancy by creating formula to improve sales and occupancy.
Ensure guest requests, inquiries and complains are addressed in timely manner.
Maximizing hotel revenue by monitoring room inventory and up-selling.
Efficiently coordinating guest arrivals, departures & room assignments.
Responsible for the management and coordination of all hotel operations during the night shift including food & beverage, guest request, inquiries and concerns.
Assisted in the supervision of all front office staff including driver, bell personnel, guest service agents and telephone operator.
General Description
Ensuring the whole process of delivery are smoothly execute from ordering, preparation, budget, bills and other necessary requirements.
Detailed Job Description
Knowledgeable with delivery and preparation of shipping documents.
Act as liaison for documents submission.
To provide administration work to sales team including sales order processing, typing of documents, costing, quotation, coordination, delivery stock management and other duties assigned by superior.
Coordinating to customer after sales services.
Student council officer Founding member of UNESCO Member of Foreign Service League