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Agent, Guest Experience - Tongzhou, 中国 - Universal Beijing Resort
描述
Job Summary
Responsible for correspondence with Guests regarding Universal Beijing Resort. Supports Guests' visit(s) by troubleshooting and resolving guest concerns via telephone, social media, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs. Additionally supports On-site Hotel operations for room service, room requests, and Guest recovery along with any other assistance needed for Guests during their visit to the resort.
Major Responsibilities
Resolves issues and eases sensitive guest situations on an individual basis through phone calls, emails, letters, or personal interactions. Asks exploratory questions to identify concerns, needs, and expectations of the Guests. Fully document and investigate issues such as, IT and ticketing troubleshooting as well as concerns with the guest experience at the Resort including: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage, and inoperable attractions. Determines and provides appropriate level of guest recovery and properly documents the Guest's concerns.
Monitor Universal Beijing Resort Social Media Channels and respond to Direct Messages on our official platforms / Social Media handles. Takes all Hotel Operational calls including, but not limited to, Room Service requests, Room assistance requests, theme park related questions, Lost & Found, and all other hotel related assistance.
Supports partners including but not limited to: On-site Hotels, Legal, IT, etc. by corresponding with Guests and in some cases, recovering the Guest situation and overall claim management and lost and found situations.
Accurately complete administrative duties including, but not limited to: completing Guest Comments, managing cases (if applicable), drafting emails, notating tickets, social media responses etc.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established Universal Beijing Resort policy, procedures, training, and team member involvement activities. Performs other duties as assigned.
UBR SERVICE EXPECTATIONS: Practices the UBR Service Expectations. Adhere to Universal Beijing Resorts appearance and wardrobe guidelines. Provides guests with accurate information. Practices "Look, Focus, Act" by continuously scanning the work environment and recognizing the service needs of guests and fellow Team Members. Takes ownership and demonstrates active listening and effective questioning to identify suitable, personalized options to efficiently meet or preferably exceed the service expectations of our guests or Team Members. Applies service recovery, as warranted.
Additional information: Carries out responsibilities in accordance with the organization's policies and applicable laws.
SCOPE: Correspondence regarding Universal Beijing Resort with Guests and Team Members via telephone, Social Media, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs. Assists with all Hotel Operations calls as well.
Qualifications
Microsoft Office, Communicate Clearly with Team, Customer Service Orientation, Typing Skills (30 WPM), Data Entry Procedures, Organizational Skills, Filing Records, Writing. Previous customer service experience preferred.
Pass the occupational health check required by the company.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.
EXPERIENCE: 3-5 Years previous Guest Service experience in Hospitality Industry preferred. 1-3 Years providing direction preferred; or equivalent combination of education and experience. Call center and Social Media experience a plus.
ADDITIONAL INFORMATION: Ability to work with a large team in a fast paced environment. Ability to quickly adapt to change as required and respond to such change in a positive manner. Must be able to work indoors and outdoors.
This position is a front of house role for an Operation that is open 365 days a year 7 days a week with morning, afternoon, and evening shifts. It will often require the individual to work on holidays and weekends as needed to support the daily business throughout the year.
Education
High school degree or GED and above
