CRM Supervisor

D Maris Bay

·         QUALIFICATIONS AND JOB DESCRIPTION

• Strong people interaction skills, warm and welcoming to hotel guests, all hotel employees.
• Relevant degree from an accredited university in Business, Hospitality or related major,
• Excellent customer service skills with great enthusiasm, superior interpersonal skills, result oriented and highly self motivated
• Provides a genuine and constant level of exceptional services and understands LQA.
• Work effectively in a variety of situations with different individuals and groups to provide best quality service.
• Consistently role models excellent guest service by being involved in the operation as needed and providing same level of service to employees.
• Efficient on complaint handling to reach satisfactory results, creative and practical to enhance service quality.
• Always answers with yes, always smiles even under difficult, long and busy periods.
• Fluent in English & Russian, clear and polite conversation skill in Turkish.Additional languages are an advantage.
• Sufficient experience in Rooms Division different departments.
• Advance computer skills necessary including Opera systems, MS Office ( proficiency degree )
• Must be able to verbally respond over the telephone, in a clear-speaking voice.
• Multi-tasking skills.
• High level of professionalism and integrity while maintaining the confidentiality of the hotel
• A positive attitude and a can-do approach to any task
• Dynamic adaptability and flexibility to the needs of hospitality industrywork Schedule
• Previous Hotel operations experience, university degree or equivalent experiences are preferred,
• Minimum of 2 years experience in Luxury Hospitality Industry or Hotel operations.
• Minimum of 2 years experience in Luxury Hospitality in CRM department.
• Relay guest complaints to Guest Xperience Supervisor / Asst. Manager / Manager without any delay.
• Must able to work with different nationalities.
• Superior product knowledge.
• Strong negotiation and influencing skills

JOB DESCRIPTION

• Recording guest complaints / comments quickly and efficiently and following up with relevant departments.
• Recording guest complaints / comments to OPERA on daily basis.
• Must able to coordinate departments for Guest’ compliants / service requirements
• Control and follow up all communication channels between departments
• Reply Guest surveys and online reviews on Daily basis
• Report survey results on Daily / weekly / monthly basis to management
• Must able to analyze datas and create reports
• Handle all guest inquiries to ensure guest satisfaction.
• Ensure that all complaints are received and handled efficiently in a way that exceeds our guest’ expectations.
• Acting as a point of contact for complaints and escalating issues as appropriate
• Keeping records of guest comments, and complaints.