GSR

POSITION PURPOSE AND SUMMARY

This part time position is based at the corporate headquarters in Charlotte, NC and is responsible for working with operations leadership teams on guest issue resolution submitted through various channels, escalations, guest satisfaction measurement, guest relations training and service communication.

The goal for this position is to partner with and be the liaison to the field operations teams, Sales and the call centers in order to enhance overall guest satisfaction while acting as a champion of a customer focused Extended Stay America service culture. Also to partner closely with other Guest Relations peers as it relates to involvement on other special tasks and assignments.

MAJOR / KEY JOB DUTIES

* Manage resolution process for all guest complaints that are received and/or escalated at the Hotel Support Center via: calls, emails, voicemails, letters, social media, Attorney General's office and the Better Business Bureau. Diligently responds to all inquiries within given deadlines. Will also manage process of guest compliment calls and emails.
* Log all guest complaints and compliments, regardless of method received into Guest Relations Medallia database.
* Responsible for Medallia account set up and modifications to users profiles
* Responsible for learning and being the SME on the various platforms within Medallia (Text Analytics, Corporate Admin, Customer Care, etc.) and sharing knowledge with appropriate operations associates
* Assist with the Guest Satisfaction measurement program managed though Medallia
* At times will serve as the point of contact on escalated guest issues addressed to the Executive office and assists the Central Reservation Office on properly handling escalated calls. Offers and executes refunds, manual check requests and BOG certificates within assigned matrix.
* Assist other HSC departments such as Risk, Legal, Social Media and Sales on researching guest complaint files and offering assistance on resolution process.
* Manage other Guest Relations projects such as Operations Weekly Update and other programs as needed.
* Assists with maintenance of department webpage

OTHER DUTIES

* Interacts with other ESA Department Heads to ensure highest level of Customer Satisfaction.
* Other duties as assigned

ENVIRONMENTAL JOB REQUIREMENTS
* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee frequently is required to walk. The employee is often required to sit.
* The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* The noise level in the work environment is usually moderate.
* Position is based in the Charlotte, NC corporate headquarters
* Hours: Monday thru Friday up to 20 hours per week