Specialist - Guest Satisfactio

Hard Rock International•Atlantic City, NJ

11h•$45,000 - $52,000

About The Position

Overview The Guest Satisfaction Specialist is the main point of contact for off-property guests who wish to provide feedback regarding their experience. They are responsible for investigation each piece of feedback received and following up with our patrons to ensure guest recovery. This position often includes fast-paced, high stress situations, which will require someone to think on their feet while maintaining and pleasant and positive demeanor. BENEFITS INCLUDE: Medical, Dental, Vision Prescription, Life, Accident, Pet Legal 401K with match Paid Time Off Holiday Pay Free Meals, Free Uniforms, Free Parking Discounts at Hard Rock properties around the globe All team members are eligible to participate in the discretionary annual bonus program Training and Leadership development programs Salary range $45,000-$52,000 Responsibilities Ensures proper adherence to Guest Satisfaction’s processes and procedures and assists in operating department management in effectively conducting customer interactions. Ensures all relationship repair collection, Sales Force data entry, breakdown tracking, investigation, and response are completed within the appropriate time frame. Responsible for addressing customers verbally and in writing for all service-related problems reported by customers. Runs reports and compiles data to track monthly and weekly comments and trends. Acts as a property point person for service recovery by providing proper follow-up with divisional Vice Presidents and designees to ensure the resolution of outstanding service breakdowns. Conducts thorough investigations to include management interviews, review of customer data records, and surveillance records to determine appropriate service recovery remedies. Makes sound business decisions while keeping the financial impact to the company in mind with respect to all service recovery compensation. Positively services customers under stressful conditions while maintaining a pleasant and professional demeanor. Monitors and engages customers in multiple travel sites and social media forums. Identify systematic service issues and establishes a system of resolution. Monitors and responds to the general inquiries email address in a prompt fashion. Responds to guest surveys in a timely, appropriate fashion. Other duties as assigned.

Requirements

One (1) year or more of directly related experience.
Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
Strong Business Writing skills.
Ability to communicate in multiple channels always representing the company professionally.
Knowledge of Social Media and the role they play.
Strong verbal communication and interpersonal skills
Experience handling guest calls in a stressful environment
Ability to work independently and under direct supervision, while maintaining a high level of productivity
Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
Must be prepared and able to handle, with composure and tact, a high volume of repetitive guest interactions including escalated calls.
Must be prepared to creatively resolve guest disputes; must be prepared to honor or decline guest requests in a manner which is authoritative and confident, yet respectful and polite

Nice To Haves

Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages are considered a plus
Experience handling reservations in the casino / hospitality industry is considered a plus

Responsibilities

Ensures proper adherence to Guest Satisfaction’s processes and procedures and assists in operating department management in effectively conducting customer interactions.
Ensures all relationship repair collection, Sales Force data entry, breakdown tracking, investigation, and response are completed within the appropriate time frame.
Responsible for addressing customers verbally and in writing for all service-related problems reported by customers.
Runs reports and compiles data to track monthly and weekly comments and trends.
Acts as a property point person for service recovery by providing proper follow-up with divisional Vice Presidents and designees to ensure the resolution of outstanding service breakdowns.
Conducts thorough investigations to include management interviews, review of customer data records, and surveillance records to determine appropriate service recovery remedies.
Makes sound business decisions while keeping the financial impact to the company in mind with respect to all service recovery compensation.
Positively services customers under stressful conditions while maintaining a pleasant and professional demeanor.
Monitors and engages customers in multiple travel sites and social media forums.
Identify systematic service issues and establishes a system of resolution.
Monitors and responds to the general inquiries email address in a prompt fashion.
Responds to guest surveys in a timely, appropriate fashion.
Other duties as assigned.

Benefits

Medical
Dental
Vision Prescription
Life
Accident
Pet Legal
401K with match
Paid Time Off
Holiday Pay
Free Meals
Free Uniforms
Free Parking
Discounts at Hard Rock properties around the globe
All team members are eligible to participate in the discretionary annual bonus program
Training and Leadership development programs