CAREERS

 
Guest Relations Manager
 
Date Posted: 8/21/14
Location: Orlando

 
Description

ESSENTIAL JOB FUNCTIONS

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

restaurant

       

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.

 
Requirements

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 –

detail oriented

 

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

satisfaction

 

Demonstrated passion 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 flexible schedule

 

Experience in Excel, Word, PowerPoint and Outlook

 

Proficiency in English, multilingualism will be considered an

asset

 

Familiarity with industry’s latest trends

 

PHYSICAL

DEMANDS:  (Minimum

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.

"Ti� Nw�._H�]        

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 satisfaction

·        

Demonstrated passion

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

flexible schedule

·        

Experience in Excel,

Word, PowerPoint and Outlook

·        

Proficiency in

English, multilingualism will be considered an asset

·        

Familiarity with

industry’s latest trends



.