Senior Duty Officer 高级客服专员

Front Office & Guest Services (Hospitality & Tourism)

Full time

• Ensure smooth and efficient daily operations to maximize customer satisfaction.
• Manage the Front Desk and Service Crew to enhance department productivity and achieve departmental objectives through coaching and mentoring.
• Identify and implement improvements to the Front Desk management system and tools for effectiveness.
• Measure and drive down incident levels and work to improve service quality.
• Ensure tools and equipment in Memorial Hall are up-to-date and meet market demands.
• Provide timely and effective reports to the Head of Department on service crew performance.
• Assist superiors in implementing costing rationalization strategies.
• Respond to customer inquiries, requisitions, complaints, and others in a timely and professional manner.
• Provide ongoing coaching, guidance, and mentoring to subordinates through training, sharing, consultation, and others.
• Implement and enforce approved policies and procedures as stated in the Duty Officer Handbook.
• Assist in coordinating with Service Consultant for special setups and arrangements of VIP cases.
• Any other duties assigned by superiors/management from time to time.

Requirements:

• Minimum 2 years of experience in a related field or equivalent.
• Self-motivated and customer-focused.
• Strong analytical and solution-oriented skills.