Customer Care Executive

1. Booking and Customer Service

• Respond to guest inquiries received via phone, WhatsApp, Facebook, and Instagram and provide accurate information.

• Receive booking requests, collect the necessary information, and confirm reservations.

• Accurately record booking dates, packages, number of guests, rooms, meal requirements, advance payments, and outstanding balances.

• Prepare and send booking confirmations to guests.

• Regularly update all booking information in the designated Excel sheets.

• Handle booking changes, cancellations, and other requests in accordance with the organisation’s policies.

• Maintain courteous, friendly, and professional communication with guests at all times.

2. Front Office and Guest Management

• Warmly welcome guests upon their arrival at the resort.

• Assist guests with the check-in and check-out processes.

• Provide guests with necessary information and guidance regarding rooms, meals, the swimming pool, boating, and other resort facilities.

• Take prompt action to address guests’ needs, requests, complaints, and concerns during their stay.

• Guide guests regarding the resort’s different areas, facilities, and services whenever required.

• Act as the Floor Manager when guests are present and supervise overall guest service and operational activities.

• Maintain regular communication with the relevant departments to ensure guest satisfaction.

3. Guest List Management and Departmental Coordination

• Prepare the daily guest list and regularly update it in the designated Excel sheet.

• Share the updated guest list with the relevant WhatsApp groups, departments, and authorised personnel on time.

• Coordinate with the Kitchen and Food & Beverage (F&B) teams based on the number of guests, selected packages, and meal requirements.

• Communicate with the Housekeeping and Operations teams to ensure that rooms and guest services are properly prepared.

• Verify that meals, rooms, and other guest services are ready at the scheduled time.

• Coordinate in advance with the relevant departments for special events, group bookings, and corporate guests.

• Provide necessary support to the Operations team to ensure the resort’s daily activities are conducted smoothly and efficiently.

4. Billing and Payment Management

• Prepare accurate bills based on the guest’s package, room, meals, and additional services.

• Adjust advance payments and collect any outstanding balance during check-out.

• Maintain accurate records of payments received through cash, bank transfers, or mobile financial services.

• Provide guests with bills, receipts, or payment confirmations as required.

• Report daily bookings, advance payments, outstanding balances, and collected amounts to the relevant authority.

• Promptly inform the relevant authority of any discrepancy related to billing or payments.

5. Social Media Management

• Regularly manage and update the resort’s Facebook, Instagram, and WhatsApp accounts.

• Publish posts, stories, reels, promotional offers, and other relevant information as required.

• Respond promptly to messages, comments, and booking inquiries received through social media platforms.

• Present the resort’s packages, offers, facilities, and activities in an attractive and informative manner.

• Use only authorised information and approved content when managing the resort’s social media activities.

6. Photography and Videography

• Capture high-quality photographs and videos of the resort’s environment, rooms, food, events, and other activities.

• Obtain appropriate consent before photographing, recording, or publishing images and videos of guests.

• Submit captured photographs and videos to the relevant authority on time.

• Publish photographs and videos on Facebook and Instagram only after receiving approval from the authorised personnel.

• Organise and securely store photographs and videos for future promotional use.

7. Digital Marketing and Sales Support

• Provide necessary support for Facebook boosting, online promotional campaigns, and other digital marketing activities.

• Work to increase bookings and sales by promoting the resort’s packages and special offers.

• Maintain regular communication with potential customers and conduct appropriate follow-ups.

• Monitor the performance of social media campaigns and report the results to the relevant authority.

• Demonstrate a willingness to learn and implement new marketing and sales activities.