.

Hangul HOSPICO360’ Hospitality ServicesConsulting & Management / Travel & Adventure / Sales & Marketing

• Communicating with clients to ensure that all their needs are understood and addressed• Building strong client relationships to maintain old business and acquire new customers• Collaborating with various internal departments to ensure that they fulfill all customer requests• Resolving complaints and keeping track of all processes that pertain to the client’s desires• Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving… Show more • Communicating with clients to ensure that all their needs are understood and addressed• Building strong client relationships to maintain old business and acquire new customers• Collaborating with various internal departments to ensure that they fulfill all customer requests• Resolving complaints and keeping track of all processes that pertain to the client’s desires• Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience• Collecting and analyzing data concerning consumer behavior to understand changing needs• Contacting potential clients to establish rapport and arrange meetings.• Planning and overseeing new marketing initiatives.• Researching organizations and individuals to find new opportunities.• Increasing the value of current customers while attracting new ones.• Finding and developing new markets and improving sales.• Attending conferences, meetings, and industry events.• Developing quotes and proposals for clients.• Developing goals for the development team and business growth and ensuring they are met.• Training personnel and helping team members develop their skills. Show less

• Increased Rev Par Index to 105% for the year, resulting in an increase of 4% from previous year.• Managed, motivated a staff of 130 including the Front Desk, Housekeeping Team and Engineering Team.• Increased ESS scores from 81% to 94% in employee satisfaction.• Maintained a Guest Satisfaction score avg of 88% thru complete renovation• Improved property image thru 3rd party sites such as Trip Advisor, by moving hotel from #191 to #120 / 7.5 to 8.2 with aggressive… Show more • Increased Rev Par Index to 105% for the year, resulting in an increase of 4% from previous year.• Managed, motivated a staff of 130 including the Front Desk, Housekeeping Team and Engineering Team.• Increased ESS scores from 81% to 94% in employee satisfaction.• Maintained a Guest Satisfaction score avg of 88% thru complete renovation• Improved property image thru 3rd party sites such as Trip Advisor, by moving hotel from #191 to #120 / 7.5 to 8.2 with aggressive strategy.• Member of the first Sage Innovation Team / Change Agent• Successfully Introduced "Cartless" Housekeeping, as well as Personal Navigator (Front Desk) programs• Reduced labor cost in both these areas by over 35% year over year• Hired, trained and supervised Front Desk, Bell Staff and maintenance operations personnel• Coordinated renovation operations to ensure minimal impact on room availability and profits• Assisted in all customer relations functions• Achieved a 10% increase in overall efficiency of operations.• Improved occupancy rates to better than 85%• Retrained staff and improved service to high hospitality standards.• Achieved room revenue increases in excess of 25%.• Developed brand standards for the property.• Supervised Front Office, Housekeeping and Engineering departments.• Assisted with managing daily operations to assure optimum performance and continual improvement in guest service, employee performance, sales/marketing and property profit• Described and delegated responsibility and authority for operations to various departments• Summarized daily sales, trend, marketing and yield reports• Coordinated interdepartmental training and activities• Reviewed & processed all Payroll for managed departments• Conducted and ran daily/weekly staff meetings• Handled guest issues on demand• Prepared financial auditing reports for General Manager focused on bottom line revenue, profitability per room and assessing any write-offs. Show less

JOB SUMMARYResponsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk as applicable. As a department head directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.CORE WORK… Show more JOB SUMMARYResponsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk as applicable. As a department head directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.CORE WORK ACTIVITIESLeading Guest Services TeamMaintaining Guest Services and Front Desk GoalsManaging Projects and PoliciesEnsuring Exceptional Customer ServiceManaging and Conducting Human Resource Activities Show less

Customer Satisfaction (Guest Feedback, Social Media Review).Financial Performance (Up selling, Room Revenue, Operation Auditing).Showing Initiative, Problem Solving, Staff Training, Team Leading.Manages and motivates the Front Office team in order to provide a high standard of service.Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.Ensures that the pricing policy and internal… Show more Customer Satisfaction (Guest Feedback, Social Media Review).Financial Performance (Up selling, Room Revenue, Operation Auditing).Showing Initiative, Problem Solving, Staff Training, Team Leading.Manages and motivates the Front Office team in order to provide a high standard of service.Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.Ensures that the pricing policy and internal audit procedures are duly applied. Supervises the management of debtors, group and individual guest invoicing and cash operations. Monitor all staff to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.Prepare Room revenue and occupancy forecast take action on rate strategies.Is involved in recruitment of new team members for front office.Integrates and trains employees, providing support for skills .Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Show less

Overseeing all Guest Relations and online/offline media related inquiries via Market Matrix and Olery, content, publications and visits. Builds business by identifying and selling prospects; maintaining relationships with clients.•Ensure and provide flawless, upscale, professional and high class guest service experiences.•Analyze customer feedback and provide strategic direction to continuously improve overall rating.•Respond to guests needs and anticipate their unstated… Show more Overseeing all Guest Relations and online/offline media related inquiries via Market Matrix and Olery, content, publications and visits. Builds business by identifying and selling prospects; maintaining relationships with clients.•Ensure and provide flawless, upscale, professional and high class guest service experiences.•Analyze customer feedback and provide strategic direction to continuously improve overall rating.•Respond to guests needs and anticipate their unstated ones.•Expect and react promptly to guests’ requirements and inquires.•Actively listen and resolve guests’ complaints.•Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc.)•Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery.•Promote all amenities, conveniences and programs offered.•Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.•Appraise team’s performance and produce reports.•Examine activities logbook, assign tasks appropriately and implement control schedule daily.•Cold calling & visit potential customers for new business, identifying new contacts and developing sales leads & ensuring inquiries become confirmed business.•Provide Companies, Travel Agents & Tour Operators with quotations.•Negotiate the terms of an agreement and close sales.•Gather market and customer information and provide feedback on current trends.•Represents the organization at trade exhibitions, events and demonstrations.•Identify new markets and business opportunities.•Record sales and send copies to the GM & Sales Manager.•Organizing sales visits / FAM Trips & demonstrating/presenting products•Maintaining accurate records & reviewing sales performance.•Up-selling where possible. Show less

 Directing front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs. Daily Co-ordination with housekeeping for Room status for VIP Arrivals and Free Individual Travelers. Ensure guests are satisfied with services and to handle complaints and requests. Dealing with Travel Agents, Groups and Corporate for the room… Show more  Directing front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs. Daily Co-ordination with housekeeping for Room status for VIP Arrivals and Free Individual Travelers. Ensure guests are satisfied with services and to handle complaints and requests. Dealing with Travel Agents, Groups and Corporate for the room rates. Handling the FAM trips with the site inspection and following up the contracted rates with sales and marketing department for the travel agents. Making Encashment Certificates for all passport holders and exchange foreign currencies and Travelers Cheque. Create and update reservations in Opera. Accomplishing a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function Identifying, trying training needs, planning training activities and overseeing their implementation for all front office sections. Following up to ensure compliance and efficiency of training activities. Act as the direct representative of Front Office Manager or Asst. Front Office Manager in their absence and assist in the daily operation of Reception and Guest Relation to attend daily briefing to ensure arrival guest information for the next day is processed correctly and also update hotel information to them. Assist in the management, coaching and development of Receptionist's, Guest Relation Officers, Bellman and Operators to ensure competent performance. At the conclusion of the day shift ensure a smooth transition of duties to the Night Manager/Office informing him of any pending or outstanding matters that may require his attention. Show less

•To meet & greet guests on arrival at the resort and conduct check-in and registration procedures.• To assist in maintaining guest history information.• To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.• Carry out shift handovers and make sure all important information is stated in the Front Office logbook.• To maintain up to date files and information on tours, sightseeing and points of general interest, F&B… Show more •To meet & greet guests on arrival at the resort and conduct check-in and registration procedures.• To assist in maintaining guest history information.• To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.• Carry out shift handovers and make sure all important information is stated in the Front Office logbook.• To maintain up to date files and information on tours, sightseeing and points of general interest, F&B opening hours, special dining moments and reservation requirements and make the necessary bookings when requested.• To be knowledgeable about Six Senses Best Practices and LQA standards and be able to give information about the company and other Six Senses resorts & Spas.• To conduct resort site inspections when directed.• To ensure that all guests are made fully aware of the services and facilities available to them.• To up-sell all resort facilities.• To responsibly carry out the cashiering function with guest billing procedures.• Receiving payments from guests and handling efficient check-outs and operating credit card machines.• Make sure guest comment cards are collected upon check out and PMS is updated accordingly.• Organizing arrival and departure transfers.• To carry out administrative requirements as directed.• To assist other Front Office sections when required.• Carry out Night shift duties and make sure all complaints at night are dealt with in a professional manner. Make sure night arrivals and departures are carried out smoothly.• Cooperate with hosts from all departments.• Take regularly part in Training courses and social activities and to implement what has been learnt in daily practice.• Inform other departments of any special requests, dietary requirements or repeater guests.• Responsible for the cash inventory allocated and close cashier properly at the end of the shift.• To carry out any other duties / projects as directed by management. Show less

 Complete operational knowledge of the hotel including the geographical layout facilities and operation times of outlets. Daily Co-ordination with housekeeping for Room status for VIP Arrivals and Free Individual Travelers. Handling Check-In and Check-Out. Co-coordinating with accounts. Ensure guests are satisfied with services and to handle department regarding the credit facilities given to corporate companies. Complaints and requests.… Show more  Complete operational knowledge of the hotel including the geographical layout facilities and operation times of outlets. Daily Co-ordination with housekeeping for Room status for VIP Arrivals and Free Individual Travelers. Handling Check-In and Check-Out. Co-coordinating with accounts. Ensure guests are satisfied with services and to handle department regarding the credit facilities given to corporate companies. Complaints and requests. Handling Cashiering and billing of the guests. Making Encashment Certificates for all passport holders and exchange foreign currencies and Travelers Cheque. Show less