Guest Happiness Specialist

Overview:
As a Guest Happiness Specialist, you will play a pivotal role in ensuring the satisfaction and well-being of our guests throughout their stay. Your responsibilities will encompass creating positive first impressions during meet and greets, managing guest reviews, handling emergencies, resolving complaints, and maintaining seamless communication with the Owner Relations Manager. This role demands a customer-centric mindset, excellent interpersonal skills, and the ability to thrive in a dynamic hospitality environment.

Key Responsibilities:

• Meet & Greets:
• Warmly welcome guests upon arrival, providing them with a memorable and positive initial experience.
• Guest Reviews:
• Monitor and manage guest reviews across various platforms.
• Encourage positive feedback through exceptional service and timely resolution of issues.
• Address any negative reviews with empathy and professionalism, seeking to rectify concerns and mitigate future occurrences.
• Emergency Response:
• Act as the primary point of contact for guests during emergencies for property-related issues, or unforeseen circumstances.
• Coordinate swift and effective responses, liaising with relevant departments and external services as necessary to ensure guest safety and satisfaction.
• Complaint Resolution:
• Receive and investigate guest complaints, striving to understand their concerns and find satisfactory solutions.
• Implement proactive measures to prevent recurring issues, collaborating with team members to continuously improve service quality.
• Communication:
• Maintain regular communication with the Owner Relations Manager, providing updates on guest feedback, operational issues, and noteworthy occurrences.
• Act as a bridge between guests and management, conveying relevant information and ensuring alignment on service standards and expectations.

Qualifications:

• Previous experience in hospitality, customer service, or a related field is highly desirable.
• Strong interpersonal skills with a genuine passion for guest satisfaction.
• Ability to remain calm and composed under pressure, especially during emergencies or challenging situations.
• Excellent communication skills, both verbal and written, with proficiency in conveying empathy and professionalism.
• Problem-solving abilities with a proactive mindset towards anticipating and resolving guest concerns.
• Flexibility to work varied hours, including weekends nights and holidays, to accommodate guest needs and operational requirements.

Join Our Team:
If you are passionate about creating unforgettable guest experiences and thrive in a dynamic, guest-centric environment, we invite you to apply for the role of Guest Happiness Specialist. Join our team and play a vital role in shaping the happiness and satisfaction of our valued guests.

We are an EOS driven company

Focused. Responsive. Simple.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekends as needed

Work Location: In person