Guest Experience Executive(German Speaking)

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Key duties and responsibilities:

• Implement training & Complete training attendance sheet
• Keep superior informed about all unusual matters concerning guests & Team members
• Prepare and submit weekly reports, GRI/CQI/OES/Booking.com/Trip Advisor
• Ensure that arrival dossier is read and important message has been dispatched to concern department. Update traces, comments & guests’ profile
• Ensure transfer is being organized for guests arrival & departure
• Welcome all Guests upon arrival, attend to Guests’ complaints and liaise with concerned department for remedial actions - Ensure that an email is sent
• To keep continuous contact with guests during stay
• Be present in Restaurant during lunch and dinner
• Give relevant and up-to-date information to Guests
• Coordinate Guests special events and collect Guests comments
• Update and give remedial to Guests complaints and involve in the recovery process
• Actively invites guests to participate in hotel activities (Blu Passport, Blu route, swimming platform, etc...)
• Create a data base of the outsiders according to GDPR
• Compile Guests preferences and register guests to Customer loyalty program
• Encourage guests to post online reviews on TripAdvisor/Booking.com/Google.com/Holiday Check, etc
• Encourage guests to like our social media pages (Facebook/Instagram/YouTube/...) within our brand guidelines
• Monitor performance in order to improve guest service and ensure the team's performance.
• Promote upselling to increase sales
• Ensure the continuous communication of all events
• Participate in Front Office Operations
• Meet guests upon check-out
• Coordinating and multi-tasking job duties in a busy environment
• Ensure proper handing over after every shift
• Submit a weekly report for reviews invitation
• Handle Overbooking

Skills and Specifications

• Computer literacy
• Sufficient experience in a customer-facing role
• Excellent interpersonal and communication skills
• Ability to present information to and train employees
• Excellent managerial skills; a leader by objective and coaching;
• Excellent Communications skills, excellent in English is a must, other languages would be an asset;
• Dynamic and proactive;
• Ability to work under pressure. 
• A customer-oriented and professional attitude
• An outgoing personality
• Outstanding communication abilities
• Excellent organizational and time-management skills
• Customer service skills
• Clean-cut, presentable appearance and well groomed
• Good team-player
• Very attentive and be able to think on his feet
• Ability to work under pressure