Guest Experience Coordinator

As a Customer Experience Coordinator, you will be the primary point of contact between the company and our customers. You will be responsible for ensuring that our guests have an unforgettable and seamless experience from the moment they arrive until their departure. You will work closely with different departments to ensure an exceptional customer experience at every stage, from the initial inquiry to post-sale support.

Responsibilities:

* Developing and implementing programs and initiatives that contribute to the customer satisfaction
* Proactively address customer inquiries and needs through various communication channels, such as email, online chat, and phone
* Conduct in-depth analysis of customer service results, surveys, and key performance indicators (KPIs) to identify areas for improvement and implement effective solutions
* Identify effective upselling strategies
* Implement strategies to identify and prioritize VIP customers and repeating visitors for personalized service
* Manage and curate information displays to enhance customer engagement and provide relevant information
* Foster connections with various groups and events to enhance the overall customer experience
* Collaborate closely with the Sales and MICE teams ensuring seamless integration and support for their objectives
* Introduce and maintain customer-centric rituals to enhance the overall experience and build brand loyalty.
* Develop and maintain a deep knowledge of the company's products and services to provide effective advice and guidance to customers
* Participate in initiatives to continuously improve processes and procedures related to the customer experience
* Organize and oversee entertainment activities, with a focus on music events, to create an enjoyable atmosphere for customers
* Stay updated on industry best practices and trends related to employee experience and incorporate relevant ideas into organizational strategies
* Maintain a professional and positive attitude at all times, fostering a welcoming and inclusive environment

* Previous experience of at least 1 year in customer service or related roles, preferably in the hospitality industry
* Exceptional verbal and written communication skills
* Strong problem-solving abilities and the ability to remain calm under pressure
* Customer-oriented mindset and a proactive approach to addressing customer needs and expectations
* Knowledge of Customer Relationship Management (CRM) tools and similar systems
* Adaptability and willingness to learn and grow in a dynamic environment
* Strong attention to detail
* Availability to travel for industry events such as fairs and conferences
* Strong written and verbal communication abilities
* Proficient in MS Office and other relevant software
* Knowledge of th