Hotel Guest Experience Specialist

Job Purpose:

Provides guest experience, post visit, and service recovery data.

Job Duties and Responsibilities:

(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)

• Provides guest experience and service recovery data by receiving guest service inquiries, reviewing guest complaint documents, monitoring web-based hotel review sites, reviewing guest comments, compiling and entering information into database, generating statistical reports, composing appropriate responses according to instructions, creating, organizing and maintaining inquiry and complaint archives, and providing Guest Experience Manager with weekly and monthly reports of service recovery activities, communications, and recommendations for guest service improvements.
• Provides post visit survey reports by contacting guests in a friendly and courteous manner, inquiring about their recent visit, soliciting and listening to guest opinions and feedback, entering guest comments into database, sending post stay surveys to hotel guests, receiving completed surveys, entering data into database, running statistical reports based on established criteria, and proving statistical reports to appropriate personnel as requested.
• Maintains a professional department image by consistently communicating and presenting information in a professional manner in team member and business interactions and representing Sycuan in a professional manner.

Job Specifications:

Education and Experience:

Essential:

• High School Diploma or G.E.D.

• 1 year of clerical or administrative experience

• 2 years of guest service experience in a 4 or 5 diamond resort

Desirable:

• Experience responding to online guest reviews (TripAdvisor, Yelp, Google, etc.)

• Experience working in a gaming environment

Skills and Knowledge:

Essential:

• Working knowledge of database, spreadsheet, and word processing applications
• Ability to compile data and create reports
• Ability to perform simple mathematical calculations
• Ability to complete forms, documents and written reports
• Ability to communicate effectively in the English language
• Ability to maintain professionalism and composure
• Ability to interact effectively with team members, guests, and business clientele
• Ability to understand and follow verbal and written directions
• Ability to accept constructive criticism
• Record keeping and organizational skills
• Ability to maintain confidentially
• Ability to work flexible shifts, weekends and holidays
• Ability to appear for work on time

Desirable:

• Excellent composition and written communication skills

• Working knowledge of hotel PMS, HMS preferred

• Multi-lingual

Supervisory/Managerial Accountability:

Direct: None

Indirect: None