Senior Executive (Customer Experience / Guest Management)

Job Description

Title: Senior Executive (Customer Experience / Guest Management)

Company Name: Bashundhara Group

Vacancy: Not specific

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ • Bachelor degree from reputed university.

Experience Requirements:
∎ 2 to 4 year(s)
∎ The applicants should have experience in the following area(s): Business Development, Corporate Sales and Marketing
∎ The applicants should have experience in the following business area(s): Amusement Park

Job Context:
∎ If you`re looking for a role where you can continue to make an impression, take the next step at Bashundhara Group where your contributions will always be valued. We are currently seeking an ambitious individual to join this team in the role of Senior Executive (Customer Experience / Guest Management) for Toggi Fun World.
∎ The Position is expected to provide best and highest possible service to the customer to retain and create an excellent experience in customer mind about the company and its culture. The incumbent shall act as a primary point of services and handle to the queries professionally.

Job Responsibilities:
∎ Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork.
∎ Works with the internal team to continually improve TFW operations by evaluating guest services provided responding to opportunities within the market.
∎ Directs the development and implementation of strategies and practices which support employee engagement throughout the TFW.
∎ Communicates performance expectations and provides employees with on-going feedback
∎ Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential and improve their service, grooming, behavior etc.
∎ Drives employee engagement through the creation and implementation of departmental action plans.
∎ Creates an environment that encourages employees to provide the service brand behavior hospitality and teamwork.
∎ Ensures that all minimum requirements of the 100% Guest Satisfaction Guarantee are in place and understood by all employees.
∎ Ensures that the TFW delivers 100% Guest Satisfaction by developing customer feedback avenues (soliciting input, reports, etc.) and focusing management team on identifying trends and developing and implementing solutions.
∎ Creates an environment that provides employees with the tools, training and environment they need to deliver the service brand behavior and teamwork.
∎ Ensure and distribute monthly roster and KPI to all team members.
∎ Find out the gray areas and take initiative to improve such areas.
∎ Keep documentation of customer complaints, suggestions etc to evaluate the same and to provide feedback of the complaint.
∎ Any other project assigned by the supervisor.

Additional Requirements:
∎ Age at most 35 years
∎ Both males and females are allowed to apply
∎ The candidate should have minimum 2-3 years of experience preferably in Hotel or Resident Executive in 5/4 star international brands business hotels in Bangladesh.
∎ Proven leadership skills, results oriented
∎ Strong interpersonal skills
∎ Able to resolve conflicts with guests, supervisors and employees
∎ Able to collaborate effectively with other hotel employees and managers to ensure teamwork
∎ Able to create a diverse and supportive work environment in a multi-cultural setting
∎ Strong time management skills
∎ Fluent in English

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill
∎ Lunch Facilities: Partially Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ TA/DA, Performance bonus and others benefits as per company policy.

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 19 Jun 2022

Company Information:
∎ 13 Jun 2022
∎ Bashundhara Group

Category: Customer Support/Call Centre

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