Customer Service Director

2 days ago


Manila, National Capital Region, Philippines Newport World Resorts Full time
Job Summary

The Guest Service Assistant Manager is responsible for overseeing the daily front office operations, ensuring exceptional guest experience at all times. This role involves maintaining constant communication with casino support and other departments across the resort to deliver efficient workflow and collaboration.

Key Responsibilities
  • Customer Service:
  • Establish customer service objectives aligned with the company's Mission and Vision.
  • Train employees to deliver exceptional customer service and value-added experiences.
  • Monitor customer service levels and provide guidance on improving responses to customer requests.
  • Determine customer satisfaction levels by reviewing feedback and engaging with customers.
  • Forecasting, Budgeting & Revenue Management:
  • Analyze Front Office forecasts and department budgets to inform decisions.
  • Adjust room rates and occupancy forecasts to maximize revenue.
  • Consult with Sales and Marketing on strategies to improve revenue and market positioning.
  • Implement approved rate changes and manage special requests.
  • Operational Excellence & Standards:
  • Oversee smooth check-in/check-out processes and address customer inquiries related to room accommodations and rates.
  • Monitor room availability, condition, and pre-blocks special requests and VIP accommodations.
  • Maintain timely delivery of customer mails and messages and ensure proper functioning of the Front Office.


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