Customer Experience Manager
5 days ago
Kennedy Property Group is the UAE's largest short-term rental company with offices in Dubai and Abu Dhabi.
We are seeking an enthusiastic Customer Experience Manager to oversee customer experiences in our holiday homes.
- The selected candidate will be the ambassador of the company in front of the guests; the first to greet guests as they arrive and provide them with above-and-beyond service to ensure their experience will be worth remembering.
- Direct communications with guests before arrival to coordinate a smooth check-in, welcoming guests during check-in and giving a fond farewell to guests while checkout.
- Ensure that all check-ins and checkouts are handled smoothly through efficient communication with building developers, without unnecessary delay or discomfort to any guest.
- Handling guest complaints and concerns in an efficient and timely manner.
- Coordinating housekeeping schedules and property maintenance works.
- Coordinating the furnishing of new vacant properties according to DTCM quality standards.
- Maintain high guest review score on online travel agencies through exceptional customer service and effective relationship building.
- Maintain a strict inventory of furniture items in the property and oversee the security deposit handling process.
- Should possess detailed information about the apartment, location attractions and city.
- Maintain up-to-date information on arrivals, departures and apartment condition.
- Collect guest feedback during guest departure along with likes and dislikes and maintain all guest profiles.
- Adhere to strict staff grooming and hygiene standards.
- Consciously and continuously strive to better his/her skills and increase his/her knowledge.
Key Responsibilities:
- Promote excellent customer service and deliver memorable guest experiences.
- Communicate effectively with guests and internal stakeholders.
- Manage guest expectations and resolve issues efficiently.
- Ensure seamless check-in and check-out processes.
- Maintain accurate records and update guest information regularly.
- Contribute to maintaining high guest satisfaction scores.
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Customer Experience Manager
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