Guest Experience Partner

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POST DATE 9/17/2016
END DATE 10/17/2016

TMI Hospitality, Inc. Fargo, ND

Company
TMI Hospitality, Inc.
Job Classification
Full Time
Company Ref #
hc.7E631E57301419DE
AJE Ref #
576209214
Location
Fargo, ND
Experience
Entry Level (0 - 2 years)
Job Type
Regular

JOB DESCRIPTION

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JOB SUMMARY The Guest Experience Partner manages TMI Hospitality or brand guest relation activities. Serves as a resource and support to hotel operation teams when managing guest communication; whether engaging verbally with guests as requested, responding to negative guest reviews or working with operations teams by offering a recommendation for action. Works with guests and managers to resolve guest relations issues. Tracks and communicates areas of opportunity to hotel teams. Partners with our digital marketing department to ensure TMI's online reputation strategy supports overall marketing strategy. JOB DUTIES & RESPONSIBILITIES Guest Relations: o Fields guest complaint communication and advises managers on appropriate resolution to TMI guest issues. o Supports brand guest relations programs by supporting hotel teams in response or action. o Tracks and trends guest relation feedback determining companywide opportunity and direction to hotel teams. o Offers hotel teams support via tools and resources for guest survey responses, brand guest alert response as well as social media guest feedback response. o Works with Digital Marketing department to review social media trends and opportunities. Provides guidance to hotel teams as necessary. Guest Satisfaction Support: o Report on guest satisfaction data. o Review guest tracking trends and opportunities. Provides guidance to hotel teams as necessary. o Collects best practice information and suggestions from operational experts and provides operational tools and resources to enhance and ensure positive guest experience to hotels. o Manages a TMI service culture strategy, implementing, with key stakeholders, a platform for best practice sharing, service book clubs, blogs, etc. o Content expert for TMI guest relations/guest impressions learning and development (training). Response Generation for online review sites: o Partner with digital marketing team to execute on online reputation strategies. o Work with hotels on gathering situational information in regards to negative reviews. o Generate responses on behalf of hotels for negative and positive reviews. o Assist hotels with generating responses for positive online reviews. o Provide ongoing support to hotels and upper management for internal reputation management tool. Other duties as assigned. o Work with hotels on gathering situational information in regards to negative reviews. Assist hotels with generating responses for positive online reviews