Guest Relations Coordinator
Guest Relations Coordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Colleagues and Leaders at Fairmont Hotels & Resorts are turning moments into memories for our guests by being ambassadors for our brand our hotel and our community. Showcase your passion for guest service as the Guest Relations Coordinator.
Reporting to the Director of Operations responsibilities and essential job functions include but are not limited to the following:
- Completes professional replies in response to Voice of the Guest (VOG) surveys in a timely manner
- Promptly shares any VOG survey feedback positive or constructive with appropriate leaders and/or colleagues within the hotel
- Ensures followup has been completed on constructive VOG survey feedback
- Provides Director Operations with uptodate VOG statistics and recurring problems daily and proactively
- Collect organize and analyze guest feedback data using statistical and analytical tools to identify patterns trends and opportunities for improving guest satisfaction.
- Develop reports dashboards and presentations to communicate findings to stakeholders.
- Collaborate with operational teams to implement actionable solutions
- Actively participates in preparing for and leading the Service Excellence Committee meetings with focus on avoiding guest problems recovery & prevention/root cause analysis
- Ensure a clean and safe working environment and actively participate in health and safety initiatives
- Adhere to all hotel environmental policies and initiatives
- Property TrustYou champion
- Weekly Duties: RPS update to General Manager and DOO summary of results sent to all departments weekly nomination for the Big Six
- Monthly Duties: TripAdvisor summary to the General Manager monthly RPS summary including trend analysis quantitative and qualitative analysis and summary of verbatims
- Regional duties: monthly regional report on key RPS KPIs sent to the Regional Vice President
- Carry out any other tasks as assigned
Qualifications :
- Excellent organizational skills; able to prioritize and work within a high volume fast paced environment
- Proven experience in data analysis business intelligence or a related field.
- Strong ability to interpret large datasets and translate findings into actionable insights
- Outstanding communication skills both written and verbal with creative writing skills with a proven track record of communicating with guests senior leadership and in situations that require tact
- 13 years experience in an administrative or guest service role
- Excellent Microsoft Word Excel and PowerPoint/Canva skills
- Knowledge of Property Manager an asset
- Selfmotivated with the ability to make effective decisions
- Demonstrates initiative and the ability to multitask and work with minimal supervision as this position is hybrid and involves remote work
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
