Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Guest Experience Specialist

Expired Job

Crystal Springs Resort Hamburg , NJ 07419

Posted 5 months ago

Description

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

Requirements

  • 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.

Responsibilities

  • 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


upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Luxury Retail Sales Director

Crystal Springs Resort

Posted 1 month ago

VIEW JOBS 12/18/2018 12:00:00 AM 2019-03-18T00:00 Description Retail Director Job Description * Oversee buying and retail management for 5 stores with special emphasis on the Crystal Springs Country Club Shop * Pursue all possible new retail opportunities to include non-traditional venues * Deliver retail revenue improvement of at least 25% in 2019. Buyer Responsibilities: * Develop product type and branding guidelines for each shop * Develop and refine 2019 buying plans that fortify the goals/branding of each shop * Collaborate with each shop manager to understand existing buying plans and to integrate efforts * Focus on gift items, food & beverage products, accessories, and upscale non-golf related merchandises for the Crystal Springs Country Club Shop * Pursue and procure unique, indigenous products (not easily found elsewhere), with plenty of emphasis on the outdoorsy assets of the region. * Present products that best enhance the Crystal Springs brands * Ensure reliable replenishment process for high volume, high profit products * Maintain optimal sizing options for popular lines * Implement a regimented liquidation process for slow mowing items * Devise plans to better optimize revenue/per square foot, to include vertically themed displays * Explore creative, innovating display methods and presentation concepts * Deliver a memorable retail experience * Create store name * Online Retail Sales/Marketing * Develop product menu for online store * Determine best fulfillment logistics and process * Strategize and collaborate on vendor payments and prioritization * Launch a successful online Retail store that promotes our brand and showcases products across each Resort segment (F&B, Hotel, Spa & Sports Club) * Create traditional on-site and digital marketing plan for Crystal Spring Retail * Design and implement 2019 retail promotional schedule * Tap into the Corporate and Leisure Guest market segment through event planner interaction, promotional planning and in-house marketing Team Management * Participate in the recruitment, hiring, training and development of retail staff members * Develop and refine retail sales reference tools/manuals for each shop * Secure props, decorations, furnishings and fixtures in accordance to annual operating and capital improvement budgets * Provide periodic expectation of standards to each local manager * Inspect all shops weekly to ensure satisfaction of presentation standards * Work with management to establish staff sales incentives for staff members and motivate team to be always selling * Business Analytics/Business Development * Analyze daily, weekly, and monthly sales reports * Provide executive weekly retail sales report * Incorporate Food & Beverage products into pro shop areas using appropriated designed display areas * Reach out to brand name vendors, develop relationships to set up pop-up retail at the Resort * Identify new venue for product sales (i.e.: Beverage Carts, Tent Sales, On-Course Contest, Off-Site Partnerships) * Identify and exploit the sale opportunity of burgeoning, hard to find elsewhere products * Continually poll or survey our guests for products of interest, incorporate into the buying plan * Stay abreast of current consumer trends Requirements: * Degree in Marketing, Business, Retail Merchandising or similar field of study * Minimum of 8-10 years of relevant experience with proven track record in Retail Buying and Management * Excellent computer, organizational, and time management skills * Presentation skills must be nothing short of top-notch and enhance the upscale, high-quality brand of Resort * Willing to travel locally and regionally - must have valid driver's license Compensation/Benefits * Competitive salary with bonus opportunity based on retail net income improvement * Health insurance benefits with employee contribution * Competitive PTO package * Eligibility for retirement plan upon completion of 1,000 hours * Complimentary golf and sports club privileges * Executive-level discounts on F&B, hotel, spa and other purchases Position Requirements PositionLuxury Retail Sales Director Crystal Springs Resort Hamburg NJ

Guest Experience Specialist

Expired Job

Crystal Springs Resort