Customer Relations Manager / PA to Managing Director / Quality Assurance

• Mar 2010 - Present

• Provide upscale GUEST service experiences for GUEST throughout their stay • Coordinate site inspections and close deals for the hotel • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in • Oversee check-in and check-out procedures, including reservations and financial transactions • Promptly address GUEST’ request • Actively listen and resolve complaints • Coordinate and manage communication between GUEST and staff and follow up to ensure we resolve customer concerns • Inform GUEST of our Hotel service and facilities • Promote all hotel facilities, conveniences and program offered • Coordinate all Marriott Training • Manage all guest relations team (including receptionist, porters and concierges) to ensure we comply with all standards and operating procedures • Appraise team’s performance and produce regular reports • Examine daily duties, assign tasks, and check on progress • Analyze GUEST feedback from the hotel’s guest voice, social media platform, and all online reviews and suggest ways to improve the ratings • Establish friendly relationships with regular hotel GUEST PA TO Managing Director: Responsibility • Manage Director’s electronic diary, assessing the priority of appointments and reallocation as necessary. • Manage Director’s travel arrangements (including visas/accommodation). • Process Director’s correspondence, ensuring that incoming correspondence is dealt with by the Director/or on behalf of the Director, or other staff as appropriate. • Maintain Director’s office systems, including data management and filing. • Maintain records of the Director’s contacts. • Screen calls, inquiries, and requests, and deal with them when appropriate. • Assist Director in researching and following up with the action on matters which fall within the Director’s responsibility – chasing responses, triggering follow-up action. • Produce documents, briefing papers, reports, and presentations for the Director. Show less