Customer Experience Director
6 days ago
Professional working environment
- Opportunity for career path growth
- Attractive package
**Guest Relations**:
Welcome and engage with guests, ensuring a warm and inviting atmosphere.
Address and resolve guest concerns, inquiries, and feedback promptly and professionally.
Foster a culture of exceptional customer service among the team.
**Team Leadership**:
Train, supervise, and inspire the front-line staff to provide outstanding service.
Conduct regular team meetings to discuss guest feedback, share best practices, and address any challenges.
Collaborate with other departments to ensure seamless communication and a cohesive guest experience.
**Experience Enhancement**:
Develop and implement strategies to enhance the overall guest experience.
Identify opportunities for improvement in service delivery and implement solutions.
Stay updated on industry trends and best practices to continually innovate guest services.
**Quality Assurance**:
Conduct regular inspections of guest areas to ensure cleanliness, functionality, and adherence to brand standards.
Monitor and evaluate guest satisfaction through surveys, reviews, and direct feedback.
**Event Management**:
Coordinate and execute special events, celebrations, or promotions to enhance the guest experience.
Work closely with marketing and sales teams to create enticing promotions and packages.
**Technology Integration**:
Implement and manage guest experience technologies, such as reservation systems, feedback platforms, and mobile apps.
Ensure staff is proficient in using relevant technologies to enhance guest interactions.
**Budget Management**:
Assist in budget planning and manage expenses related to guest experience initiatives.
Identify cost-effective solutions to improve service quality.
**Qualifications**:
Bachelor’s degree in Hospitality Management, Business, or a related field.
Proven experience in a guest service role, with at least 3-5 years in a supervisory or managerial position.
Exceptional interpersonal and communication skills.
Strong problem-solving abilities and a proactive approach to guest satisfaction.
Knowledge of industry trends, customer service principles, and hospitality best practices.
Familiarity with relevant technologies and systems.
**Personal Attributes**:
Customer-focused mindset.
Leadership and team-building skills.
Attention to detail.
Ability to work under pressure.
Flexibility and adaptability.
600360
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