Yas Island Guest Services Executive

The Yas Island Guest Services Executive aim is to provide our Yas Island
Guests with a warm, welcoming and memorable experiences. This will be achieved
utilizing exemplary sales techniques, solid guest service skills, and strong
attention to detail. In addition to meeting and/or exceeding established
booking conversation rates, service quality and customer satisfaction targets,
and other performance metrics. Moreover, you will be responsible for ensuring
the proper and efficient management of Guest Complaints and Feedback. The job
scope also includes:
* Receive inbound enquiries from B2B partners and B2C guests regarding hotels and theme park packages on Yas Island.
* Manage B2B partner booking requests in a timely manner, ensuring that appropriate SLA's are managed and maintained.
* Resolve any guest queries through troubleshooting with the guest to ensure payment is made promptly.
* Ensuring all guest details are updated in appropriate CRM and Booking systems (ie Travelbox).
* Use appropriate tools to effectively respond to the query type made.
* Complete quality checks between bookings and hotel partners to ensure booking confirmations are received and followed up accordingly with hotel partners.
* Handle all guest complaints across Faraha€™sa€™ parks and leisure facilities ensuring timely resolution for each guest.
* Use whatever methods and support functions available in the Yas Concierge department and across Farah to resolve complaints.
* Escalate complaints and feedback as necessary to the correct owners and/or stakeholders to ensure reputational, financial, operational and legal risk is minimized.
* Determine the root cause of complaints to ensure appropriate investigation is conducted with relevant departments.
* Record all guest complaints and feedback appropriately and securely whether negative or positive.
* Create appropriates reports for guest complaints and feedback to enable the business to analyze reasons for complaints and feedback.
* Identify and report new business practices that could be introduced or suggest modifications to existing business processes to improve guest experience.
* Contribute positively towards the achievement of performance targets in all aspects of the team's activities.
* Aim to achieve and exceed Yas Concierge and individual KPI's (Sales, Guest Satisfaction and Quality Scores).
* Support a good team and working environment through assisting fellow colleagues and participate constructively in team meetings.
* Undertake duties of a general nature, or additional tasks, as maybe required from time to time as directed by management.
To be considered for this role, you will need to have:
* University Degree or Diploma in Tourism or Hospitality Management
* Minimum ‎3-‎5 years' experience in a travel, tourism, hotel management background
* Minimum ‎3-‎5 years' experience in a contact centre or guest relations or complaint management position
* Advanced written and verbal Hebrew. skills
* Ability to work in fast paced, constantly changing environment
* Excellent computer literacy and system skills
* Excellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical information
* Ability to overcome objections
* Ability to work on own initiative, and also as part of a team
* Ability to work in a constantly evolving environment
* Ability to organize and prioritize work effectively
effectively