Role Scope:
Advanced Guest Interaction
Handle complex inquiries and complaints, ensuring quick resolution and high guest satisfaction.
Complaint Management
Manage guest complaints across multiple channels, conducting thorough investigations, and implementing solutions to prevent recurrence.
Process Improvement
Analyze guest feedback, identify root causes of complaints, and recommend process modifications to enhance guest experience.
Reporting
Create detailed reports on guest feedback and complaints, providing insights for management to improve service delivery.
Relationship Building
Cultivate strong relationships with guests, partners, and suppliers to enhance the brand’s reputation and service standards.
Mentorship
Support and guide other team members, sharing expertise and helping to maintain a high standard of service across the team.
General Duties
Perform additional tasks as required, contributing to the overall success of the concierge team.
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