Guest Relations Executive

Job description / Role

Dubai Holding Entertainment (former Arab Media Group)

Job Summary
Global Village is part of Dubai Holding Entertainment and have an exciting career opportunity. We are looking to hire a Guest Relations Executive.

Job Purpose: Execute guest services activities and plan to provide a world class level of guest experience to ensure higher guest satisfaction.

Key Accountabilities (Includes, but not limited to the following):
• Responsible to manage guest’s feedback received from onsite, online or through call center. Coordinate with other departments to ensure closing feedback within the target time as per the approved standard operating procedure. Analyze data from guests feedback received, prepare reports in the form of presentation on a daily and monthly basis, and present to management.
• Assist line manager in preparing the annual guest’s service excellence training deck with inputs from previous season and train all guest facing staff.
• Responsible to manage the information flow that is communicated by guest facing staff and call center to guests by making sure that they are equipped with all necessary information to answer guests inquiries through comprehensive FAQs and sheets, and communicate any change on a timely manner.
• Manage the company email ID’s and ensure answering and diverting inquires at timely manners with high accuracy using both Arabic and English languages fluently.
• Responsible to manage the chatbot by insuring it is updated with all FAQ’s and is trained whenever it is unable to answer an inquiry. Create and manage its flows and journeys, manage and maintain relation with the chatbot vendor.
• Record and collect all operational data on a daily basis in a single sheet and conduct monthly and seasonal analysis with comparisons and present to management.
• Keep a track of the guest experience across the park, Assist line manager in tracking and maintaining the guest journey of Global Village, highlight pain points across different touchpoints and develop an action plan to enhance the overall experience.
• Draft the mystery-shopping questionnaire and areas of importance. Coordinate and follow up with mystery shopper service provider and communicate feedback received to different departments to eliminate pain points and ensure receiving high scores during different visits. Coordinate with Dubai Service Excellence Scheme management regarding different shopper visits and ensure all gaps are closed to continue winning the award.
• Assist line manager in formulating guest satisfaction survey questionnaire across the park and coordinate with the vendor to ensure the survey is shared with guests who visits GV on a daily basis. Prepare and host the results analysis meeting and take all necessary actions communicated by management.
• Assist line manager in writing and formulating the department processes and standard operating procedures in details and ensure compliance through internal audit across different functions
• Maintain and follow up internally to update the status of each project in the project plan using the applicable internal software.
• Raising requisitions through oracle, follow up with suppliers, and ensure completion of work prior to paying the vendor.
• Ensure compliance with all applicable Quality, Health, Safety and Environmental (QHSE) requirements from ISO standards point of view.

Key Performance Indicators (KPI)
• Average time to close guests complaints to be less than 2 days
• 90% of guests complaints to be closed within 2 days
• Net promoter score to be more than 60%
• Guest satisfaction to be more than 80%
• Delivery of projects as per agreed timelines

Requirements

Minimum qualifications: Bachelor’s Degree in business administration

Experience: Minimum of 2-4 years’ experience in customer experience/ service

Skillset: Knowledge of Microsoft office tools specially Excel, Word, Visio and PowerPoint and computer literacy

About the Company

Arab Media Group (AMG), a member of Dubai Holding, is one of the region’s leading providers of media and family-oriented entertainment, delivering engaging content and creating exceptional experiences. Established in 2005, AMG has been serving a diverse regional audience through its multiple media and entertainment platforms that span across radio broadcasting, event management, and family entertainment. It currently comprises of Arabian Radio Network (ARN), Done Events and Global Village.