Respond to guest correspondence up to and including letters, e-mails, phone calls, and all social media avenues.
Provide monthly guest correspondence reports with detailed information to the Manager and Director of Hotel Operations.
Provide effective communication to all departments regarding guest feedback.
Track departmental trends via surveys to determine areas needing improvement and training.
Monitor department responses sent to guests to ensure our service standards are met.
Log and track guest correspondences for consistency.
Follow-up with departments, ensure timely responses and appropriate compensation extended as needed.
Support departments throughout the hotel to meet guest service standards.
Provide solutions to guest service shortfalls.
Handle special reservations for guest returns as a result of prior inconveniences.
Monitor correspondence reoccurrences to identify service standard shortfalls.
Performs other job related duties as assigned.
At least 3 years guest service experience.
At least 2 years of experience in guest service resolution.
Ability to provide support and direction contributing to the success of the organization goals of guest service; think strategically; leading change: be a collaborative team member; and build a capacity for continuous improvement.
Ability to actively resolve conflict and create collaboration with individuals and/or groups at various levels within and/or outside of the organization, and having competing interests to achieve desired results.
Ability to handle guest complaints in an effective and timely manner.
Ability to identify needs, set goals, facilitate training for guest service measurement.
Working knowledge of social media functionality.
Creative and able to produce high volumes of detailed projects.
Detail oriented and produce high quality work.
Excellent customer service skills.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High School diploma or equivalent.
Computer knowledge including Microsoft Office including Word, Excel, Power Point, and Access.
Able to effectively communicate in English, in both written and oral forms.
Experience in development and implementation of successful guest service initiatives.
Previous experience working in a similar resort setting.
Fluent reading, writing, and speaking Spanish.