Guest Experience Specialist
Job Posting for Guest Experience Specialist at Tropical Smoothie Café, LLC
SUMMARY OF RESPONSIBILITIES
Support the implementation of guest recovery functions including escalation and resolution of guest contacts as appropriate. Manage location data as well as user provisioning for vendor platforms. Resolve loyalty guest issues when Guest Contact Center is unable resolve.
ESSENTIAL JOB RESPONSIBILITIES
Support the implementation of guest recovery functions including escalation and resolution of guest contacts as appropriate. Manage location data as well as user provisioning for vendor platforms. Resolve loyalty guest issues when Guest Contact Center is unable resolve.
ESSENTIAL JOB RESPONSIBILITIES
- Responsible for the maintenance of location information for key vendors by ensuring data is accurate and updated at a specified cadence.
- Conduct virtual training sessions to educate in the importance of owning the guest experience, quick resolution and how to leverage cafe guest data to improve the over all experience.
- Manage the user provisioning for guest recovery platform including the addition and deletion of users, user groups, and locations.
- Review and or resolve incoming guest contacts.
- Assist in monitoring social escalations.
- Transcribe and catalog guest voicemail from various sources.
REQUIRED EXPERIENCE
- Minimum of 3 years of experience in marketing, communications, hospitality, or related roles
- Experience in hospitality, retail, or other guest-facing roles.
EDUCATIONAL REQUIREMENTS
Bachelor’s degree preferred
REQUIRED LICENSES, CERTIFICATES, OR KNOWLEDGE
Bachelor’s degree preferred
REQUIRED LICENSES, CERTIFICATES, OR KNOWLEDGE
- Exceptional written and verbal communication skills that can effectively engage and empathize with guests while fostering the brand’s mission, vision, values, culture, goals, and strategies.
- Proficient in communications software including Microsoft Office Suite
- Working knowledge of web-based communication & project management tools such Monday.com.
- Natural problem-solver and tenacious in pursing issue resolution. Continues working until a solution is achieved.
- Ability to work with short deadlines and high stress on multiple projects.
- Demonstrated ability to work as part of a larger team, balance multiple tasks/objectives and ability to handle frequently changing demands.
- High comfort level with technology and ability to quickly learn and utilize new software applications.
- Ability to effectively organize work, prioritize and manage time in a dynamic, fast-paced environment.
WORKING CONDITIONS
- Primary workspace is office cubicles
- 10% travel
- Must be comfortable working in a fast-paced and collaborative environment
SAFETY HAZARDS OF THE JOB
Minimal hazards - general office and cafe working conditions.
BUDGETARY RESPONSIBILITY
This position has no direct budget accountability. However, through performance of essential job duties, can impact company costs and profitability.
Minimal hazards - general office and cafe working conditions.
BUDGETARY RESPONSIBILITY
This position has no direct budget accountability. However, through performance of essential job duties, can impact company costs and profitability.
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