Responsible for providing analytical support to Hotel Division as well as closely monitoring the online reputation systems to enhance operational and service standard and motivate Team Members to exceed guests’ expectations for five-star service.

• Monitor and collect data, analyses all online guests reviews in related to the facilities and services of our hotel properties.
• Analyze and prepare reports on the hotel performance based on online guests’ feedback and comments.
• Ensures Guest Relations Team effectively handles guest reviews and comments from different channels and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Keeps close monitor to online review platforms, guest comment cards, post stay survey feedback and ensure that all reviews are replied according to department guidelines set.
• Maintains department handbook with the most up-to-date hotel information. Monitor industry and market trends and recommend adjustments to services accordingly.

Experience: Minimum 3 years of experience in a five-star hotel

Education: Bachelor’s degree of equivalent

Language Ability: Fluent in English, Mandarin, and Cantonese

Computer Skills: Proficient in MS Office, Opera knowledge is an advantage.