Guest Communication Expert

il y a 21 heures

Paris, France citizenM Temps plein

As a guest communication expert you are responsible for the communication with our guests - global citizens - around the globe. You enhance and rock the experience of our guests during their entire journey with citizenM. This means you create connecting moments when guests reach out to us, if it is while they’re booking a stay with us or after they stayed with us - and everything in between. Next to this, you make sure that all information for our guests is up to date on our online platforms, like the website, app & chatbot. Last, but not least you ensure that within all this our citizenM values are infused.

**purpose**
citizenM is growing fast and has a committed roadmap going from 32 hotels to 100 hotels in the coming years. In this growth plan, we want to prioritize establishing and developing a sustainable relationship with (to be) guests.
fully support all our hotels & ambassadors, so they can focus on the guest experience.
Since the team is available 24/7, we have flexible working hours and work from different locations to support all timezones.

**key responsibilities**
- support hotels when they are facing an incident in the hotel like elevators not working
- control and update FAQ databases for all our channels
- monitor our social media accounts, reacting and responding to these
- escalate guest technology issues to the IT team
- achieve the highest standards of outstanding guest service: provide training and constant feedback to the team to safeguard that the citizenM culture of citizenM is
- clear to anyone that gets in contact with our guests
- RAOKs: Random Acts Of Kindness - looking at ways to surprise and wow our guests
- constantly looking at ways to improve the guest experience and sharing this with the team
- collaborate with other teams within citizenM to report customer feedback
- analyze and improve guest service and report weekly to citizenConnect team lead

**qualifications / skills**
- people skills showing the ability to surprise, connect and touch
- ability to handle multiple tasks in a fast paced environment
- self starter who shows initiative
- attention for detail
- problem solving skills and can do mentality
- identify with the citizenM brand
- passionate about hospitality
- being able to work on weekends and holidays
- speak and write fluent in English and preferably one other language (French, Italian, or Dutch)

**what's in it for you?**
- Perks and special rates when booking our hotels for personal trips
- Stay in our luxury hotels when travelling to citizenM cities for work
- Personal and professional development opportunities and programmes
- Latest tech devices and all the tools you need to be successful in your role

citizenM is an affordable luxury hotel chain for mobile citizens of the world. With a style that will knock your socks off, we offer citizens a real home from home, plus the world’s fluffiest pillows. Our typical guest is a frequent traveler who is quality and design-driven, and value-conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA, and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditionaland neither are our support offices. We're open-minded, with kind hearts and global minds.

AS
Li-Hybrid

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