Guest Experience Manager

Description

Resolve Guest Experience issues or customer satisfaction complaints through the following methods:

  • Communicating clearly with upset guests of escalated and non-escalated issue utilizing active listening skills, exceptional customer service skills, positive tone and professional language and conflict resolution tactics.
  • Communicating with other departments for assessing and analyzing possible corrective actions or improvements to our process and finalization.
  • Daily tracking of the Property Awareness log for awareness on current issues with vacation homes
  • Utilizing the Guest Experience Log to track guest complaints
  • Utilizing refund guidelines to determine guest reimbursement if necessary
  • Participation (as needed) in the Weekly Issue Recap Meeting
  • Review Escalated concerns with Reservations Supervisors prior to and following weekly GE Concerns and offer solutions, suggestions for final resolve. Contact these guests following attempts that have previously been made by Reservations Supervisor that were unresolved.
  • Maintains and encourages interdepartmental work flow fostering spirit of cooperation
  • Conduct follow-through and wrap up of outstanding contact with guest regarding refunds that have been approved.
  • Maintain communication with accounting department to process approved refunds after guest contact is finalized.
  • Assist with management of preparation of key packet notes and or guest arrival contacts of property awareness issues when needed
  • Management of guests in need of being moved due to homes going off market, owner requests; tracking, communications with other departments and updating moves logs.

 

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)