OPERATIONS & CUSTOMER CARE EXECUTIVE

Mô tả công việc

OPERATIONS

·         Respond to internal emails regarding operational requests

·         Input guest questionnaires and update CEO/DOO on a weekly basis

·         Coordinate with accounting for local services supplier payments on a monthly basis

·         Source and recommend service suppliers (Meeting point venues, Phnom Penh restaurant, river boats, buses, guides)

·         Prepare contracts for suppliers

·         Monitor inventory control onboard and at Saigon stores

·         Coordinate with reservations daily handling of bookings, booking status, including confirmations, amendments and cancellations

·         Plan the guides schedule for the season and coordinate with Cruise GMs

·         Plan the meeting point for the season in Vietnam and Cambodia and update weekly for each cruise

·         Plan the transportation in Vietnam and Cambodia for the season and update weekly for each cruise

·         Welcome guests at Saigon meeting point for each upstream cruise: communicate with clients, give more information to clients directly, collect passports, sign meeting point invoice

·         Coordinate with onboard team for any operational issues during cruising

·         Coordinate with and assist purchasing with checking of boat Purchase Requests

·         Provide files for printing of wine lists, drinks lists, spa menus, etc.

·         Work with IT for POS set up and updating

·         Prepare and monitor OPEX (operations) budget

·         Assist in preparation and monitoring of CAPEX (equipment) budgets

CUSTUMER CARE

·         Gather information about the clients from all Branch Offices (to update agents).

·         Frequently interact with guides and clients using the services in HCMC, especially VIP clients to ensure they are enjoying the best services possible and update all relevant information.

·         Pre-empt difficult clients or, for complex problems, direct to appropriate teams or authorized persons.

·         Work closely with Operations and Reservation, and assist them by explaining clients’ situations or advising solutions.

·         Assist in special circumstances, including emergencies by visiting airport or hospital any time, hospitality desk, check-in, check out, …

·         Issue incident reports to assist with insurance claims.

·         Resolves product or service problems by clarifying the guest’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the  problem; expediting correction or adjustment; following up to ensure resolution.