HOTEL GUEST EXPERIENCE SPECIALIST

Sycuan Gaming Center • El Cajon, CA

162d

About The Position

The position is responsible for providing guest experience and service recovery data. This includes receiving guest service inquiries, reviewing guest complaint documents, monitoring web-based hotel review sites, and compiling information into a database. The role also involves generating statistical reports, composing responses, and maintaining archives of inquiries and complaints. Additionally, the position requires contacting guests post-visit to gather feedback and sending post-stay surveys, while maintaining a professional department image.

Requirements

• High School Diploma or G.E.D.
• 1 year of clerical or administrative experience
• 2 years of guest service experience in a 4 or 5 diamond resort

Nice To Haves

• Experience responding to online guest reviews (TripAdvisor, Yelp, Google, etc.)
• Experience working in a gaming environment
• Excellent composition and written communication skills
• Working knowledge of hotel PMS, HMS preferred
• Multi-lingual

Responsibilities

• Provides guest experience and service recovery data by receiving guest service inquiries, reviewing guest complaint documents, monitoring web-based hotel review sites, reviewing guest comments, compiling and entering information into database, generating statistical reports, composing appropriate responses according to instructions, creating, organizing and maintaining inquiry and complaint archives, and providing Guest Experience Manager with weekly and monthly reports of service recovery activities, communications, and recommendations for guest service improvements.
• Provides post visit survey reports by contacting guests in a friendly and courteous manner, inquiring about their recent visit, soliciting and listening to guest opinions and feedback, entering guest comments into database, sending post stay surveys to hotel guests, receiving completed surveys, entering data into database, running statistical reports based on established criteria, and proving statistical reports to appropriate personnel as requested.
• Maintains a professional department image by consistently communicating and presenting information in a professional manner in team member and business interactions and representing Sycuan in a professional manner.

What This Job Offers

• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: High school or GED