The Guest Experience Associate is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities:
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-Manage calls, messages, and emails from guests in a swift and professional manner related to services or general questions, and assisting guests with the booking process.
-Assist guests throughout the purchase lifecycle utilizing emotional intelligence and problem-solving skills.
-Help guests navigate through the service and access all the information they need.
-Work across social media channels and company systems to secure and adjust reservations.
-Document all activities in the company’s CRM.
-Provide an exceptional customer experience, using genuine kindness and professionalism, thrilling guest with over-the-top service throughout the booking and visit.
-Collaborate with all customer-facing teams as well as other departments to achieve high service level standards and meet company goals.
-Maintain an up to date customer feedback system, by continually collecting customer feedback at every interaction with the company.
Requirements
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-1-2 years of experience, preferably in customer experience, sales, or hospitality industry.
-Team player: you thrive in a collaborative and fluid environment with rapidly changing priorities.
-You have a hospitality mindset, a passion for the customer experience, and a genuine desire to want to help others. You’ll always go the extra mile to make sure the job gets done right.
-You are able to work with a diverse group of stakeholders, using your strong organizational skills and attention to detail to achieve objectives and alignment.
-You are self-aware. You understand your strengths, limitations, and emotions (and how they impact others) with an ability to manage them in stressful situations.
-You are a relationship builder. You’re a compelling communicator who can put others at ease, build trust, and develop connections; previous experience interacting with customers over the phone a plus.
-Through the ability to demonstrate empathy, you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder.
-You are an active listener; you can make others feel heard by patiently listening to them to understand, not to reply.
-You are results driven and look to achieve daily, weekly, and monthly goals.
-You are resilient, emotionally balanced, and self-motivated to thrive.
-You have good computer skills.
-You have at least an HND, a Bachelors degree will be a plus.
-You are able to work in shifts ( Morning and afternoon shifts).
-You speak and write both English and French
-You are able to maintain confidentiality of information.
Benefits
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-Industry Competitive pay based on experience and suitability for the role.
-Amazing working environment and collaborative team.
-PTO, sick days, and paid maternity leave
-Rich learning and development program in customer experience and hospitality.