Guest Experience Specialist
The Guest Experience Specialist will be responsible for monitoring all social media platforms (Tripadvisor, Yelp, facebook, Ivy, etc.) review guest surveys or correspondence and respond in a professional manner. Objective of responses or contacts with guests will be the acknowledgement of their feedback or service recovery for shortfalls encountered during the guest experience cycle. Position will handle all responses for both the Grand Cascades Lodge and Minerals hotels. Will collaborate with the various Managers to diligently gather information to assess claims, and also develop strategies for successful resolutions. Individual will track responses and resolutions and communicate with the team on a weekly basis and make recommendations for change
Effective communication skills, both oral and written with the ability to modify styles to connect with guests on a personal level.
Comfortable with navigating the various sites and managing responses.
Respond within 24 hours of each submitted feedback, survey, or correspondence.
Ability to evaluate complaints and decide on best course of action; email, phone call, etc.
Strong interpersonal skills; friendly, approachable, positive demeanor.
Being computer savvy.
Utilize empowerments in an effective manner to resolve shortfalls and turn situations around.
Review social media platforms on a daily basis to prioritize.
Evaluate feedback and develop plan of action for each service recovery.
Maintain files of all responses and back ground information for quick reference.
Communicate with necessary entities on each property to gather information and feedback.
Focus on customer retention by providing personalized and agreeable resolutions.
Develop relationships with guests and ensure return stays are handled successfully.
Cooperate with various departments for follow up items.
Report on Credits given to guests during their stays
Position reports to the Director of Resort Revenue.
Position Requirements PositionGuest Experience Specialist
Crystal Springs Resort