Guest Experience Recovery Specialist (m/f/d)

_{ABOUT THE ROLE}

We are seeking a highly motivated and experienced individual to join our recovery team within the Guest Experience department. The primary responsibility of this role is to proactively engage with our guests during and after their stay, particularly in response to feedback they shared with us via multiple channels, and ensuring an overall positive experience. This role requires exceptional communication skills, empathy, and a proven track record in de-escalating situations.

Key Responsibilities:

• Proactive Engagement: Initiate contact with guests who have provided feedback through various channels, including reviews on Online Travel platforms, internal feedback forms during and after a guest's stay, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) feedback, to address their concerns, understand the issue and improve their overall experience.
• Empathy and Communication: Listen attentively to guests' concerns, demonstrate empathy, and effectively communicate solutions or resolutions in a clear and professional manner.
• Problem Resolution: Collaborate with internal departments, such as Operations on the ground, Product and Tech, and management, to resolve guest issues promptly and effectively and take preventative measures with these teams to avoid further negative experiences.
• De-escalation: Employ de-escalation techniques to diffuse tense situations and ensure guest satisfaction.
• Customer Retention: Work towards retaining guests by providing exceptional service and personalized experiences tailored to their needs and preferences.
• Tech Proficiency: Utilize various tech-based tools and platforms to manage guest feedback, track interactions, and streamline communication processes.
• Organizational Skills: Maintain accurate records of guest interactions, feedback, and resolutions, ensuring all necessary follow-ups are completed in a timely manner. Prioritize tasks independently, analyzing patterns and trends to identify areas for improvement.
• Feedback and Preventative Measures: Share constructive feedback in a structured manner with main internal stakeholders. Actively participate in creating preventative measures to avoid negative experiences for future guests.

_{ABOUT YOU}

• Bachelor's degree in hospitality management, communications, or related field preferred.
• 3-5 years of experience in customer service, preferably in the hospitality industry, with a focus on customer/guest relations, complaint handling and satisfaction.
• Proficiency in English (C1/C2) and one other of the following languages: German, Spanish, Italian, French, Portuguese
• Excellent communication skills, both verbal and written, with a strong ability to convey empathy and understanding.
• Proven track record in complaint recovery, problem-solving and conflict resolution, with a customer-centric approach.
• Proficiency in using various tech-based tools and platforms for customer relationship management and communication.
• Strong organizational skills, with the ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Demonstrated ability to work collaboratively with cross-functional teams to achieve common goals.