The Executive, Guest Experience will support the Singapore Cluster of serviced residences and hotels by managing its online reputation. He or she will report directly to the Senior Manager, Social Media & Call Centre. He or she will be responsible for the following:
Reviews
- Monitor all reviews for the Singapore Cluster of properties and respond to the reviews within 24 hours after notifications are sent
- Assist properties to meet their annual target of reviews received
- Monitor, compile and send the listed competitors’ reviews to our Residence Managers and Regional General Manager at every month end
- Upload and publish all social media reviews onto respective property’s website for the Singapore Cluster
Surveys
- Respond to all in-house surveys from guests or feedback made through Customer Relations’ website for the Singapore Cluster of properties on a timely basis
- Boost property’s Tripadvisor rankings
- Monitor individual property’s CSI (Customer Service Index) regularly and highlight property’s performance to Residence Manager and Guest Service Manager
- Identify areas for improvement and come up with feasible solutions
- Liaise with properties’ Residence Managers and Heads of Departments to ensure a better stay experience for returning guests
- Provide Customer Relations Team with case findings upon enquiries and share improvement plans
Ascott Online Membership
- Introduce Ascott Star Rewards Membership (ASR) to guests
- Liaise with the ASR Team and Guest Service Managers on ASR related matters
- Provide Residence Managers and Guest Service Managers with updates on Singapore Cluster’s ASR acquisitions
Others
- Scripting letters and/or notices to be placed within the premises of properties to advise guests of activities being carried out, if need be
- Assist in either scripting or proof-reading important emails and/or letters to guests
- Link up with potential external partners on promotions or services offered to our guests to add value to their overall stay experiences
- Assist in collating data and information and prepare presentation slides for Regional General Manager meetings
- Prepare mid-month and end-month reports for Regional General Manager, Country General Manager, Area Managers and Residence Managers
- The Company may assign duties in addition to those listed/described above and/or vary the scope of work according to business requirements
Requirements
The candidate should possess the following:
- Diploma in Mass Communications or other related fields, with about three years of relevant experience
- Confident and meticulous
- Good spoken and written English
- Good time management and organisational skills
- Strong interpersonal skills and communication skills
- Ability to work independently and in teams
- Well versed in use of Microsoft Word, PowerPoint and Excel
