- Handling complaints, provide appropriate solutions & alternatives within the time limits & follow up to ensure resolution as well as customer satisfaction.- Following communication procedures, guidelines & policies.

- Answering and dealing with general chat as well as e-mail requests, ensuring that inquiries are resolved - Elaborating sales order fulfilment management, tracks and monitors the related documents, commercial offers and contracts.- Ensuring an effective and efficient day-to-day order management (including processing customer orders, changing orders, removing order blocks, handling social media)- Monitoring performance on agreed KPIs; ensure targets are met and develop improvement plans when necessary

- Solving game-related issues for the players via online chatting and ticketing system, responding to and handles customer problems/complaints. - Maintaining, updating all databases, reports, players' feedback on CS channels in a timely to accurate manner.- Participating in solution option evaluations with Marketing, Sales, IT and Finance teams.- Demonstrating and communicating key drivers of guest satisfaction for the brand’s target customer

- Assisting/advising guests who may be choosing a variety of rooms options, learning how to manage many online platforms.- Making reservations for guests based on their various requirements and budgetary allowances.- Monitoring rooms operations sales performance against budget, answering any questions customers might have about the reservation process. - Analyzing and making strategy input to our Sales and Marketing plans, following up work with both Online Travel Agencies (Agoda, Booking.com.etc…) and Travel Agencies

Answering General Reservations e-mail, retrieve and distribute mail and process brochure requests.- Monitoring Front Desk reservations made night prior, address any reoccurring issues.- Calling to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.- Providing information to all guests regarding the services and possible internal promotions of the hotel.

- Holding welcome events to greet incoming guests, clearly provided guidance and introduction.- Maintaining a record of all complaints and requests, follow up and inform concerned operating departments.- Supporting and processing data from databases of reservations, calls, complaints and payments.- Handling guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.