
Customer Service Specialist
1 day ago
Job Overview
Muscat Hospitality Academy is seeking a skilled professional to teach the Hotel Professional Program by the VET by EHL (Ecole Hotelier Lausanne). The ideal candidate must possess strong attention to detail, excellent communication skills, and extensive knowledge of the hospitality industry.
Key Responsibilities
- Deliver training programs in Front Office subjects to students of various levels and backgrounds.
- Implement the VET by EHL strategy in line with activities carried out at the Front Office.
- Train students on efficient facilitation of the Check-in/Check-out process.
- Impart the importance of outstanding customer care.
- Teach correct telephone standards and in-person inquiries regarding reservations and guest handling.
- Share selling techniques to sell room nights, increase occupancy, and basic revenue management.
- Train on how to tackle operational issues/problems and coach the front desk team members to ensure quality operation.
- Train how to resolve customer issues, complaints, and problems quickly and efficiently to maintain high customer satisfaction and quality service.
- Impart knowledge on how to efficiently allocate rooms for expected arrivals after checking the guest's preferences and managing special requests.
- Demonstrate and impart skills for building strong relationships and liaising with all other departments.
- Transmit 'Best Practices' like cross-checking all billing instructions/guest details are correctly updated.
- Impart proper methods and tips on how to control cash transactions at the front desk and the importance of maintaining complete responsibility for personal bank as specified by hotel bank agreement policy.
- Lead by example in customer service excellence, beyond training duties.
- Report maintenance issues to Maintenance.
- Develop students' passion for hospitality and the service environment.
- Represent the highest standards in deportment, body language, grooming, and personal communication.
- Develop course materials and continuously improve them based on changing trends in the industry and employee contexts.
- Document and report on student progress.
- Provide and publish MIS, other reports, and insights as per requirement.
- Identify the developmental needs of junior staff and provide coaching and mentoring to improve their knowledge or skill.
- Assist other departments wherever necessary and maintain good working relationships.
- Perform other duties and tasks as assigned.
- Support on all marketing activities and events.
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