Guest Experience Coordinator
- Riviere du Rempart
- Not disclosed
- Permanent
- Added 08/04/2024
- Closing 08/05/2024
- Chimon Rachelle
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The Team Member will act as the continuous Guest Experience/Relations coordination with the internal & external guests by ensuring that the guests’ expectations are met by collecting feedback continuously and encouraging guests to post reviews/comments on trip advisor to boost the hotel reputation.
Main Responsibilities:
- Welcome Guests
- Attend to Guests' complaints and liaise with HOD concerned for remedial actions
- Give relevant and up-to-date information to Guests
- Coordinate Guests special events
- Collect Guests comments
- Create a data base of the outsiders
- Compile Guests preferences
- Create customer loyalty
- Encourage guests to post online reviews on TripAdvisor
- Encourage guests to like our social media pages (Facebook/Instagram/Youtube/...) and post on our social media pages and promote our predefined Instagrammable Areas in our hotels within our brand guidelines
- Contribute in improving guest services by working in teams
- Monitor performance in order to improve guest service and ensure the team's performance
- Implement the agreed changes to improve customer services
- Promote upselling to increase sales
- Find ways to reduce loss and wastage
- Understand key concepts of profitability and cost management and their applications
- Work closely with the RH Communication & Digital Team
- Create & manage editorial calendars with the Social Media Executive
- Generate, publish and share daily engaging and original contents (text, image, video, live, stories, ...)
- Capture data for our CRM and any other relevant source of data for further communication (events, offers, info,...)
- Monitor, engage & negotiate with digital Influencers to secure digital collaboration between them and hotel
- Moderate social media pages in a timely manner - Operational questions / supports
- Identify, report and advise on potential opportunities or risks
- Ensure the continuous communication of all events
- Take and post photo of guest for the social media pages
Candidate's Profile:
- HSC level or equivalent / SC level with professional training experience
- Diploma with specialisation in Front Office from a recognized institution (NTC)
- At least 3 Years experience in Front Office or Reservation and strong familiarity with hotel management system
- Fluent both in English and French, a third language would be an advantage