Guest Experience Recovery Team Lead (m/f/d)

_{ABOUT THE ROLE}

We are seeking an experienced and dynamic individual to lead our Guest Experience Recovery team. The primary responsibility of this role is to oversee the team's efforts in proactively engaging with our guests, particularly in response to feedback shared on multiple channels, and driving initiatives to enhance guest satisfaction. This position requires strong leadership skills, analytical abilities, and a collaborative approach to problem-solving.

Key Responsibilities:

• Team Leadership: Provide guidance, coaching, and mentorship to the Guest Experience Recovery team members, fostering a culture of excellence, empathy, and professionalism.
• Feedback Analysis: Analyze guest feedback data from various channels, including reviews on Online Travel platforms, internal feedback forms, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) feedback, to identify trends, patterns, and areas for improvement.
• Action Plan Development: Collaborate with main internal stakeholders, such as Operations, Product & Tech and Revenue & Distribution, to derive action plans aimed at addressing guest concerns and enhancing overall guest satisfaction.
• Review and Feedback Process Ownership: Take ownership of the entire review and feedback process, ensuring timely and appropriate responses to guest feedback, and overseeing the implementation of corrective actions.
• Performance Monitoring: Monitor team performance metrics, including response time, resolution time, and customer satisfaction scores, and implement strategies to optimize performance and productivity.
• Continuous Improvement: Drive continuous improvement initiatives within the team, proactively identifying opportunities to streamline processes, enhance efficiency, and elevate the quality of guest interactions.
• Cross-functional Collaboration: Collaborate closely with other departments, such as Operations, Product & Tech, and Revenue, to align guest satisfaction efforts with broader organizational goals and initiatives.
• 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.

_{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.