• Address customers' service needs in a professional, positive, and timely manner.
• Ensure guest intent to return by executing the “Closed Loop” process, where the Guest Experience Supervisor contacts customers to ensure satisfaction with the resolution of hotel service related issues; if the customer indicates they require further assistance, the Guest Experience Supervisor will take appropriate action.
• Act on issues reassigned and escalated by Customer Care Voice and Email Consultants. This includes handling calls in which a customer is not satisfied with the initial resolution of their concern and has requested to speak to a Supervisor.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Utilize Avaya email management system to prioritize hotel email responses while meeting department guidelines and goals.
• Maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.
• Communicate with properties and guests via telephone and / or email to ensure issues are not only resolved, but that a positive service experience is maintained.
• Ensure timely resolution of issues for which responsibility was redirected to a hotel by a Customer Care Consultant. Among a variety of guest experience concerns, such issues may include hotel service problems, billing matters, specific property complaints, etc. Specific attention will be given to all issues for which a resolution has not been achieved within two days of the problem being reported to Customer Care.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
تفاصيل الوظيفة
| 2014-03-26 | تاريخ الإعلان عنها: |
| الرياض, المملكة العربية السعودية | منطقة الوظيفة: |
| الخدمات المساندة | الدور الوظيفي: |
| الضيافة/السياحة/السفر | قطاع الشركة: |
المرشح المفضل
| متوسط الخبرة | المستوى المهني: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف الخدمات المساندة في السعودية - بحث عن جميع الوظائف
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