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Hospitality Ambassador in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 5/14/2019

Job Snapshot

Job Description

POSITION DESCRIPTION:

The Guest Specialist works diligently to resolve guest complaints that are channeled to the Marketing Contact Center from IHG and/or Resort Services, investigating all aspects of a guest's concerns, using technology, data, and documentation to make informed decisions that result in the best possible guest expectation.

ESSENTIAL DUTIES AND TASKS:

  • Review guest concerns and gather information (guest statements, recordings, policy details, package details, notes, etc.) Ability to navigate through multiple computer applications/systems with speed and accuracy. Make informed decisions based on data analysis and research
  • Effective and efficient caseload management, ensuring appropriate action is taken within a given amount of time while maintaining optimum service levels. Ability to de-escalate any situation
  • Track and report all guest issues/complaints to analyze trends and improve guest satisfaction Communicate issue resolution results per standard operating procedures in a timely manner
  • Communicate results to appropriate parties, update electronic tracking system, and share results with Director of Compliance 

 

Job Requirements



QUALIFICATIONS:


  • Two years minimum guest relations/customer service experience preferably in the hospitality/timeshare industry or large contact center environment
  • Must have excellent written and verbal communication skills. Must have exceptional listening and analytical skills
  • Experience working with multiple systems and call center related software programs preferred

ESSENTIAL FUNCTIONS:

  • Strong telephone soft skills
  • Must possess basic data entry and word processing skills
  • Requires superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest