Manage Guest Relations and comments in all formats: website, email, telephone, fax, letter, social media, and future outlets that develop
Act as a primary liaison between our company and guests; be able to handle delicate line of advocating for both
Manage Guest Relations contacts (in writing and/or verbally) during the business day with priority to guests who are extremely upset or have a (deemed) emergency
Ability to identify situations that need to be escalated to senior management
Manage the Guest Relations management system.
Work with Training department to educate field and champion system.
Proactively manage continuous improvements in the Guest Relations area, including but not limited to developing resolution templates/tool kit for operators and additional reporting and analysis opportunities.
Develop deep understanding of Guest behavior through trend analysis and reporting (complaint trends, complaint channels)
Assist in managing the CRM system to better leverage guest data across the enterprise
Make recommendations for strategic business improvements to ensure optimum customer service, reduction in complaints and process changes at the
Develop and maintain reports analyzing the customer service process and highlight trends to incorporate in team member training
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Responsible for compiling and managing customer service surveys.
Demonstrate a positive , professional and flexible approach to all staff, at all times
Cross train for Gift Card support when extra assistance is needed from Gift Card Manager being out or during high volume times.
EDUCATION, EXPERIENCE AND TRAINING
Bachelor’s Degree (Business, Marketing, Communications,
Analytics, Statistics or related field)
2+ years of experience as a guest relations manager
2-3 years in hospitality industry
Some combination of education and experience
KNOWLEDGE, SKILLS & ABILITIES
Strong customer service focus
Excellent communication, listening, influencing
and training skills partners
Ability to communicate clearly and professionally, both
verbally and in writing.
Effectively communicate across departments with all employee
levels and with vendor
Ability to stay calm/maintain composure when speaking to guests
that may be agitated
Ability to act as expert on the Guest Relations software system
Hands on experience with guest relationship management software
Ability to formulate business insights from the data, and
report those to management
Proficient in online abilities, including but not limited
to online research
Proven ability to work across many departments to solve
problems and achieve results
Strong decision making and analytical abilities.
Excellent organization, project and time management skill –
Excellent project management – managing projects from concept to
completion, with adherence to timeline and budgetary considerations
key topics and resolution
Attention to detail , with the ability to multi-task and
effectively prioritize work
Experience in providing executive level monthly reports,
outlining number of complaints,
Highly developed sense of integrity and commitment to customer
Demonstrated passion for excellence with respect to treating and
caring for customers.
Has “thick skin” and is able to handle complaints and unpleasant
Willingness to work a flexible schedule
Experience in Excel, Word, PowerPoint and Outlook
Proficiency in English, multilingualism will be considered an
Familiarity with industry’s latest trends
qualifications needed to perform the essential job functions)
Must be able to
sit, talk, hear, and feel.
Must be able to
lift up to 25 pounds.
Must be able to
see and adjust focus.
management – managing projects from concept to completion, with adherence to
timeline and budgetary considerations
key topics and
Attention to detail ,
with the ability to multi-task and effectively prioritize work
Experience in providing
executive level monthly reports, outlining number of complaints,
Highly developed sense
of integrity and commitment to customer satisfaction
for excellence with respect to treating and caring for customers.
Has “thick skin” and
is able to handle complaints and unpleasant customers.
Willingness to work a
Experience in Excel,
Word, PowerPoint and Outlook
English, multilingualism will be considered an asset
industry’s latest trends