Information about: Guest Experience Internship in Ningbo

Company looking for Guest Experience Internship

Zhejiang, China

Offer description

Guest Experience Management• To be fully conversant with brand compliance systems and guest experience management tools such as Voice of the Guest, LRA reporting site etc.• Provide monthly update on guest experience and satisfaction scores and identify areas of improvement• To supervise the maintenance of Brand and Guest Experience related Operating Procedures, in line with Sofitel standards.• To process registration to all new guest satisfaction and brand compliance tools and systems. Guest Feedback Management• Monitor and analyze guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Center, etc. and facilitate action plans necessary for improvement whenever needed• To effectively manage hotel’s online reputation and ensure that guest feedback are responded to and followed up accordingly. Administration• To collate, track, process and report all guest feedback and ensure proper follow up with concerned operational teams.• To ensure the highest accuracy and integrity of guest satisfaction scores (with minimum distribution and statistical bias, and with maximum representation/ return rate).• To analyse guest satisfaction data to identify correlation factors and recurrence patterns.• To compile detailed feedback report (at least monthly), and analyse results to facilitate improvements. Miscellaneous•    All ambassadors are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.•    All ambassadors may be assigned to other duties in the hotel as and when required by business levels.

Applicant description

Highly organized and able to multi task in a fast-paced environmentService-oriented attitudeAdaptability, Patience and ResponsivenessAttention to detail with a quality focusAbility to develop in a multicultural environment; a true team playerAnalytical, hands-on, and problem-solving skillsExcellent Chinese and English communication skills, a second language (Spanish or French) is an advantageexperience in customer service or support function is a plus