Job Details
Guest Experience Support
Type of contract: Temp - 3 months
On-site role in Aventura
Salary rate: $23/h
Shift: M-F 9:30 am-5:30 pm
Description:
The role of Guest Support entails providing assistance within a formal office environment, primarily handling incoming calls and inquiries. This position focuses on ensuring guests are taken care of promptly and professionally, addressing their questions, inquiries, and potential claims with diligence and empathy. An important aspect of this role involves managing guest satisfaction, which may extend to handling online and social media reviews and ensuring guests' concerns are effectively addressed.
Responsibilities and duties:
- Answer incoming guest-related calls in a courteous and professional manner in an office environment. Making outbound calls to guests as needed.
- Input guest feedback into the Guest Relations platform.
- Review and respond to general feedback, suggestions, and inquiries on the Guest Relations platform, social media, or emails.
- Maintain Guest Relations platform up to date with all pertinent information. Follow up with management on any missing information.
- Monitor the Guest Relations inbox.
- Escalate sensitive or urgent guest-related matters as needed.
- Assist with preparing and shipping Regional Management recoveries.
- Ship out all guest relations certificates as per the restaurants requests.
- Generate and distribute Guest Relations periodic reports in a timely manner. Ensure all descriptions are accurate.
- Review and respond to online reviews for both positive and negative reviews.
- Monitor Accident/Loss Report inbox.
Qualifications:
- Excellent verbal and written communication skills.
- Ability to effectively plan, organize, and meet deadlines while maintaining high quality.
- Intermediate computer skills are required. (Microsoft Suite: Outlook, Word, Excel, PowerPoint, etc.)
- Guest support or customer service experience in an office environment (not retail)
- High School Diploma
- Experience in Office environments where the majority of the time is spent working on a computer with guest relations matters, responding to social media platforms, claim handling, phone calls, etc.
At ttg, "We believe in making a difference One Person at a Time", ttg OPT.