Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Ensures highest standard of service delivery to our customers.
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Policy Compliance: Oversee the strict execution of reservation modifications, cancellations, and financial reconciliations in alignment with corporate standard operating procedures.
Guest Relations Lead: Serve as the primary brand ambassador and point of contact for guests throughout the entire pre-arrival, stay, and post-departure lifecycle.
Bespoke Arrivals: Coordinate property-specific arrival and departure protocols to ensure a seamless, high-touch guest transition.
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