Customer Care Executive for Solana Beach mauritius

Beau Vallon Hospitality Ltd is looking for a Customer Care Executive for Solana Beach Mauritius to serves as the main point of contact for guests, ensuring exceptional service at all touchpoints during their stay.

Key Responsibilities:

1. Guest Experience Management

• Develop and implement service standards to ensure all guests have a memorable experience.
• Monitor guest feedback from surveys, online reviews, and direct feedback, and take corrective actions where necessary.
• Handle and resolve escalated guest complaints and requests in a professional and timely manner.

2. Team Leadership

• Manage and mentor the customer care/guest relations team.
• Conduct regular training to enhance team skills in guest interaction, conflict resolution, and service excellence.
• Set clear performance goals and provide regular feedback and performance reviews.

3. Service Quality Oversight

• Ensure all departments (front desk, housekeeping, food & beverage, etc.) align with customer service standards.
• Work closely with department heads to resolve guest issues that cross multiple departments.
• Continuously review and improve guest service processes and procedures.

4. Guest Communication

• Develop communication guidelines for guest interactions — including pre-arrival, during stay, and post-departure communication.
• Personalize guest experiences by recognizing loyal guests, VIPs, and special occasions.

5. Complaint Resolution & Recovery

• Act as the final point of contact for escalated guest complaints.
• Empower team members to resolve guest issues at the first point of contact wherever possible.
• Track and analyze recurring complaints and work with relevant departments to address root causes.

6. Performance Monitoring & Reporting

• Track guest satisfaction scores (GSS), online reviews (TripAdvisor, Google, OTA sites), and other customer feedback channels.
• Prepare regular reports for hotel management, highlighting key trends, issues, and improvement plans.

7. Collaboration & Coordination

• Collaborate with marketing to ensure guest communication aligns with the hotel’s brand promise.
• Work closely with housekeeping, front office, and F&B teams to enhance cross-departmental service delivery.
• Lead service recovery initiatives and create personalized gestures to turn around negative experiences.