Guest Experience Specialist - Toronto, Canada - Chelsea Hotel

Chelsea Hotel

Verified Company

Toronto, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary
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The role of the Guest Experience Specialist is to analyze and interpret all guest feedback from various sources. Analysis will be presented to Division and Department Heads with a continuous goal of improving the overall guest experience at the Chelsea Hotel, Toronto.

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Using feedback from various measurement tools, continuously improves the Hotel's position as a guest-focused hotel. Ensures guests receive consistent delivery of products and services and that the hotel teams have the analytics and support to be successful.

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Respond to all guest feedback in a timely (within 24 hours) and effective manner. Provide service excellence to build brand loyalty and create long lasting relationships with customers. Responsible for focusing on guest problem resolution with the Director of Rooms and other members of the team.

Requirement
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_Principal Responsibilities_

Review reports to communicate trending opportunities (i.e. guestrooms & washroom product, problem resolution).

Collect Gift Certificates from the Front Desk and ensures they are properly tracked in the system once the guest has been checked in
As projects and initiatives are developed, the Guest Experience Specialist would be involved where appropriate.
In the absence of the Executive Assistant, assists the Regional Vice President and the General Manager

Attend Marketing Meetings as requested by Associate Director of Marketing.

_Key Result Areas_
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_Business_

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Builds, analyzes and reports guest satisfaction scores and survey results.

_Customer Satisfaction_

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Monitor and respond to "mentions" through GSS platform and social media sites, such as Twitter and Facebook.

Provide Gift Certificates, make reservations and welcome cards for guests
Monitor the "Contact Us" portion of webpage by either responding directly or referring the guest to General Inquiries.

_Process Improvement/ Productivity_

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Liaise with Director of Rooms on the guest experience surveys including data analysis of the results, survey development and hotel performance

Work with Department Heads to focus on areas below compliance levels to determine root cause of issues, trending observations including offering solutions for improvements.

_Academic and Working Qualifications_

Experience
***- 5 years of service experience within the hospitality sector, preferably within hotels
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_Knowledge_

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Proficiency in Microsoft Word, Excel and Power Point is required.

Skilled in use of social media

_Education _
College diploma or degree in Hospitality is preferred.
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_Soft Skills_

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Approachable, good listener

Professional and tactful manner
Patient and open minded
Maturity and good judgment
Must have the ability to keep calm in testing situations
Ability to deal with various levels within the organization
Detail oriented, selfmotivated, flexible and well organized
The ability to work independently
Entrepreneurial problem solver
Strong guest service philosophy
Proven leadership skills.
Works well in a team environment.

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_Language_

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Strong command of the English language, both verbal and written
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_Physical Requirements_

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Able to sit for extended periods of time.