Executive I, Guest Correspondence

Job Detail

Responsible of attending to Guest enquiries and feedback received via email, online platforms and on site Supervise a team of guest correspondence coordinators, and ensures consistency, quality and the provision of exemplar customer service via written and verbal manner Conduct tele conversation with Guests where applicable Ensures timely and appropriate responses and provide appropriate compensation where applicable, through proper documentation processes Motivate and drive the correspondence team to exceed expectations Provide coaching, counselling and guidance to team members in daily operations, ensuring compliance to departmental standards Perform various administrative duties and daily paperwork Ensure reports required are generated dutifully Ensure the efficient and effective management of the Lost & Found matters Work closely with cross departmental to achieve resolution for Guest feedback Work closely with the Area Manager and management team on monitoring and evaluating workflow processes and identify areas for improvement Assist management team in other duties assigned from time to time