CRM Agent İş İlanı
İşveren Hakkında
- Muğla(Marmaris)
- Turizm
GENEL NİTELİKLER
· QUALIFICATIONS AND JOB DESCRIPTION
- Strong people interaction skills, warm and welcoming to hotel guests, all hotel employees.
- Relevant degree from an accredited university in Business, Hospitality or related major,
- Excellent customer service skills with great enthusiasm, superior interpersonal skills, result oriented and highly self motivated
- Provides a genuine and constant level of exceptional services and understands LQA.
- Work effectively in a variety of situations with different individuals and groups to provide best quality service.
- Consistently role models excellent guest service by being involved in the operation as needed and providing same level of service to employees.
- Efficient on complaint handling to reach satisfactory results, creative and practical to enhance service quality.
- Always answers with yes, always smiles even under difficult, long and busy periods.
- Fluent in English & Russian, clear and polite conversation skill in Turkish.Additional languages are an advantage.
- Sufficient experience in Rooms Division different departments.
- Advance computer skills necessary including Opera systems, MS Office ( proficiency degree )
- Must be able to verbally respond over the telephone, in a clear-speaking voice.
- Multi-tasking skills.
- High level of professionalism and integrity while maintaining the confidentiality of the hotel
- A positive attitude and a can-do approach to any task
- Dynamic adaptability and flexibility to the needs of hospitality industrywork Schedule
- Previous Hotel operations experience, university degree or equivalent experiences are preferred,
- Minimum of 2 years experience in Luxury Hospitality Industry or Hotel operations.
- Minimum of 2 years experience in Luxury Hospitality in CRM department.
- Relay guest complaints to Guest Xperience Supervisor / Asst. Manager / Manager without any delay.
- Must able to work with different nationalities.
- Superior product knowledge.
- Strong negotiation and influencing skills
İŞ TANIMI
- Recording guest complaints / comments quickly and efficiently and following up with relevant departments.
- Recording guest complaints / comments to OPERA on daily basis.
- Must able to coordinate departments for Guest’ compliants / service requirements
- Control and follow up all communication channels between departments
- Reply Guest surveys and online reviews on Daily basis
- Report survey results on Daily / weekly / monthly basis to management
- Must able to analyze datas and create reports
- Handle all guest inquiries to ensure guest satisfaction.
- Ensure that all complaints are received and handled efficiently in a way that exceeds our guest’ expectations.
- Acting as a point of contact for complaints and escalating issues as appropriate
- Keeping records of guest comments, and complaints.
- Manage the CRM team, coordinate /control their action with check lists procedures
