Guest Experience (Social media and online reviews) Temporary

Guest Experience (Social media and online reviews) Temporary

Type of contract : Temp - 3 months

On-site role in Aventura

Salary rate : $23 / h

Sfift : M-F 9 : 30 am-5 : 30 pm

Description :

This key position plays a crucial role in maintaining our reputation and building loyalty with our guests. The Guest Support team member will respond to and resolve guest inquiries and concerns via phone, email, or in person, demonstrating a high level of empathy and professionalism.

They will manage guest satisfaction by actively listening to their needs, providing solutions, and following up to ensure issues are resolved.

Additionally, they will utilize data entry reports to track guest feedback, identify areas for improvement, and making recommendations for process enhancements.

The Guest Support team member will also monitor and respond to social media reviews, addressing guest concerns and providing excellent customer service online.

By analyzing data from guest relations reports, they will identify trends and areas for improvement, making recommendations for process enhancements to continuously improve the services.

Responsibilities and duties :

• Respond to guest inquiries and concerns warmly and professionally, utilizing excellent communication skills to resolve issues and build trust.
• Utilize data entry skills to maintain accurate records of guest feedback and suggestions in our Guest Relations platform, ensuring timely follow-up and resolution.
• Monitor and respond to guest feedback on various channels, including social media, email, and the Guest Relations platform, addressing concerns and providing exceptional customer service.
• Maintain the integrity of our Guest Relations platform by ensuring all information is up-to-date and complete, following up with management as needed to resolve any discrepancies.
• Proactively manage the Guest Relations inbox, prioritizing urgent matters and escalating sensitive issues to ensure timely resolution.
• Collaborate with management to prepare and dispatch Regional Management recoveries, ensuring prompt resolution for our guests.
• Dispatch guest relations certificates as requested by our restaurants, maintaining attention to detail and ensuring timely delivery.
• Produce and disseminate regular reports on guest feedback and satisfaction, guaranteeing accuracy and timeliness of information.
• Conduct online reputation management by reviewing and responding to both positive and negative reviews on various platforms, fostering a positive online presence for our brand

Qualifications :

• Exceptional articulate verbal and written communication skills
• Demonstrate strong organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and maintain high-quality output.
• Proficient in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Prior experience in a guest support or customer service role within an office environment, preferably with a focus on handling guest relations matters, social media management, claim resolution, and phone support.
• High School Diploma or equivalent required

At ttg, "We believe in making a difference One Person at a Time" , ttg OPT.