Guest Experience Coordinator

The Team Member will act as the continuous Guest Experience/Relations coordination with the internal & external guests by ensuring that the guests’ expectations are met by collecting feedback continuously and encouraging guests to post reviews/comments on trip advisor to boost the hotel reputation.

Main Responsibilities:

• Welcome Guests
• Attend to Guests' complaints and liaise with HOD concerned for remedial actions
• Give relevant and up-to-date information to Guests
• Coordinate Guests special events
• Collect Guests comments
• Create a data base of the outsiders
• Compile Guests preferences
• Create customer loyalty
• Encourage guests to post online reviews on TripAdvisor
• Encourage guests to like our social media pages (Facebook/Instagram/Youtube/...) and post on our social media pages and promote our predefined Instagrammable Areas in our hotels within our brand guidelines
• Contribute in improving guest services by working in teams
• Monitor performance in order to improve guest service and ensure the team's performance
• Implement the agreed changes to improve customer services
• Promote upselling to increase sales
• Find ways to reduce loss and wastage
• Understand key concepts of profitability and cost management and their applications
• Work closely with the RH Communication & Digital Team
• Create & manage editorial calendars with the Social Media Executive
• Generate, publish and share daily engaging and original contents (text, image, video, live, stories, ...)
• Capture data for our CRM and any other relevant source of data for further communication (events, offers, info,...)
• Monitor, engage & negotiate with digital Influencers to secure digital collaboration between them and hotel
• Moderate social media pages in a timely manner - Operational questions / supports
• Identify, report and advise on potential opportunities or risks
• Ensure the continuous communication of all events
• Take and post photo of guest for the social media pages

Candidate's Profile:

• HSC level or equivalent / SC level with professional training experience
• Diploma with specialisation in Front Office from a recognized institution (NTC)
• At least 3 Years experience in Front Office or Reservation and strong familiarity with hotel management system
• Fluent both in English and French, a third language would be an advantage