
Ambassador of Guest Satisfaction
7 days ago
This is a unique opportunity to join a leading hospitality brand as a Guest Experience Manager. In this role, you will be responsible for managing a team of guest experience specialists to deliver exceptional service to our guests.
Job Responsibilities
- Team Management: Lead and manage a team of 3-10 guest experience specialists to ensure seamless delivery of services during each shift.
- Scheduling and Forecasting: Schedule team shifts to align with issue volume and specialist availability, ensuring 24/7 coverage.
- Guest Communication: Oversee guest communications and personalized service via phone, SMS, WhatsApp, chat, and email.
- Issue Resolution: Resolve escalated guest issues quickly and efficiently to mutually beneficial outcomes.
Requirements
- Experience: 3+ years of service industry experience, including 2+ years of management experience in customer service, call centers, or similar roles.
- Skills: Strong analytical, strategic, and collaborative skills; effective communication and organizational abilities.
- Education: High school diploma or equivalent required.
What We Offer
- Opportunity to Grow: This role offers opportunities for professional growth and development within the company.
- Diverse Work Environment: Our work environment is diverse and inclusive, with a focus on teamwork and collaboration.
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