Hospitality Executive – Rental Operation

Job Purpose:

The Hospitality Executive supports daily rental operations ensuring smooth guest service and operational continuity. This role delivers professional and attentive customer care to guests and property owners by providing warm greetings, efficient check-in and check-out processes, responsive assistance, and a welcoming environment.

Key responsibilities include assisting with TM30 reporting, handling guest inquiries and complaints with care, responding promptly across all chat platforms, and maintaining high levels of satisfaction through friendly and effective communication. The Hospitality Executive also ensures compliance with safety regulations and company standards at all times.

Close coordination with CJP, Estate Operations, Housekeeping, and Banyan Living is essential to uphold resort-quality standards, maintain safe and well-kept rental units, and create a comfortable environment for all tenants and owners.

Key Result Areas:

1. Operation Excellence

• Deliver efficient check-in and check-out processes in accordance with company standards
• Provide prompt, courteous, and solution-oriented assistance to all inquiries and requests
• Maintain a high level of guest satisfaction through personalized and attentive service
• Oversee daily room and front office operations to ensure smooth and efficient service delivery
• Monitor occupancy status and coordinate room readiness with relevant departments
• Respond promptly across all chat platforms (WhatsApp, Line, WeChat, Duve, email, telephone, etc.)to ensure seamless guest communication

2. TM30 Reporting & Compliance

• Ensure accurate and timely submission of TM30 reports in compliance with Thai immigration regulations
• Maintain proper documentation and records for audit purposes
• Stay updated with regulatory changes and ensure full compliance

3. Complaint Handling & Service Recovery

• Address guest complaints professionally, empathetically, and promptly
• Follow up with guests to ensure satisfaction and service recovery

4. Interdepartmental Coordination

• Coordinate closely with CJP, Estate Operations, Housekeeping, and Banyan Living
• Ensure rooms are clean, well-maintained, and ready for guest arrival
• Support seamless communication between departments to enhance service delivery

5. Finance

• Handle cash and credit card transactions accurately and in accordance with company procedures
• Ensure timely and proper submission of all payments and financial records to the Finance Department

6. Reporting & Continuous Improvement

• Prepare daily, weekly, and monthly operational reports as required

General:

The Hospitality Executive plays a vital role in maintaining service quality and operational consistency during overnight hours. The position emphasizes attentive guest interaction, efficient handling of inquiries and complaints, and prompt responses across all chat platforms to ensure seamless communication.

Beyond guest service, the Hospitality Executive contributes to smooth room operations and supports compliance with company standards. Close collaboration with CJP, Estate Operations, Housekeeping, and Banyan Living is essential to maintain safe, well-kept rental units and uphold quality standards, ultimately enhancing satisfaction for tenants, owners, and guests alike.

Key Qualificaions:

• Excellence English language skills
• Good Customer relations skills
• Positive approach to customer service
• Ability to lead, motivate and develop a team of individuals
• Multi and flexi tasking
• Ability to use computers well
• Good administration and office skills
• Knowledgeable in Front Office Practices
• Well organized