Concierge Complaints Executive

Overview

We are seeking a dedicated and empathetic Concierge Complaints Executive to join our team. In this role, you will be responsible for handling guest complaints and feedback effectively to enhance overall guest satisfaction. You will serve as a crucial point of contact, investigating the root causes of complaints and working collaboratively with various teams to resolve issues using available resources. Additionally, you will be involved in reporting and auditing guest recovery reports.

Responsibilities

• Respond to guest complaints and feedback promptly and professionally, utilizing strong communication skills to create a positive interaction.
• Investigate the causes of complaints by gathering relevant information and insights from guests and internal teams.
• Develop solutions and resolutions that align with company policies while prioritizing guest satisfaction.
• Collaborate with various departments to implement improvements based on guest feedback.
• Manage and oversee guest recovery processes, including issuance of Guest recovery resources using the Guest Experience Portal.
• Generate reports and audits related to guest complaints and recovery initiatives to identify trends and areas for improvement.
• Maintain accurate records of guest interactions and actions taken to resolve issues.
• Provide exceptional service while demonstrating insight and understanding of diverse cultures and backgrounds.

Qualifications

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