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Customer Experience Specialist

2 weeks ago

Manila, National Capital Region, Philippines Newport World Resorts Full time
Key Responsibilities
  • Customer Service:
    • Establishes and communicates customer service objectives aligned with the Mission and Vision.
    • Ensures employees receive necessary training to deliver exceptional service and value-added customer service.
    • Monitors customer service levels and provides guidance on improving responses to customer requests.
    • Determines customer satisfaction levels by reviewing feedback and regularly engaging with customers.
  • Forecasting, Budgeting & Revenue Management:
    • Collates and analyzes Front Office forecasts and department budgets to inform decisions.
    • Reviews and adjusts room rates and occupancy forecasts to maximize revenue.
    • Consults with Sales and Marketing on strategies to improve revenue and market positioning.
    • Implements approved rate changes, manages special requests, and coordinates billing with the Finance Division.
    • Maximizes room revenue by ensuring effective sales efforts at the Front Desk and liaison with other managed hotels.
  • Operational Excellence & Standards:
    • Oversees smooth check-in/check-out processes, addressing customer inquiries related to room accommodations and rates.
    • Monitors room availability, condition, and pre-blocks special requests, VIP accommodations, and group bookings.
    • Ensures timely delivery of customer mails and messages and the proper functioning of the Front Office.
    • Ensures consistent adherence to the Service Standards Manual and addresses both positive and negative customer feedback.
    • Prepares and analyzes regular reports and maintains key statistics on room occupancy and reservations.
  • Quality Assurance & Continuous Improvement:
    • Develops, implements, and monitors a Quality Assurance program, conducting regular checks for service and operational improvements.
    • Works with Engineering to address any defects or maintenance issues impacting guest experience.
    • Takes corrective actions as needed to enhance operational safety and service quality.