Guest Experience & Operations
- Supervise and support the Front of the House operations, including reception, concierge, and guest relations.
- Provide personalized assistance and ensure smooth communication for Korean-speaking guests, including translation and cultural interpretation when needed.
- Handle guest inquiries, requests, and complaints promptly and professionally, ensuring complete guest satisfaction.
- Conduct daily guest engagement activities, ensuring proactive recognition of repeat and VIP guests.
- Monitor lobby and public areas to maintain a welcoming, efficient, and elegant guest environment.
- Support Front Office during peak periods to ensure smooth check-in/out processes.
Team Management
- Lead, coach, and motivate Front of the House team members to deliver luxury service standards.
- Ensure team members are well-informed about resort facilities, services, and promotions.
- Coordinate with the Training Department to deliver service and language skill development programs.
Guest Relations & Communication
- Maintain strong relationships with Korean travel agents, VIP coordinators, and regular guests.
- Prepare daily guest reports and communicate important guest preferences to relevant departments.
- Act as the liaison between guests and other departments to ensure personalized and seamless experiences.
Administration & Compliance
- Monitor and ensure compliance with resort policies, brand standards, and safety procedures.
- Support preparation of daily and monthly reports related to guest feedback, satisfaction, and trends.
- Participate in regular departmental meetings and contribute to service improvement initiatives.
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