Guest Communication Expert

2 maanden geleden

Amsterdam, Nederland citizenM Voltijd

**Description**:
Since our hotels are active in various time zones, the Connect team operates from three locations (Amsterdam/Paris & Taipei) in order to support our guests 24/7. Taipei has a team lead, reporting to the Head of Customer Service. EU has a Head of Customer Service, also acting as the EU team lead. The head of in EU of and team lead in Asia are responsible for the coaching, guiding and stewarding of the Connect team to drive our committed goal of enhancing the citizenM guest experience during the entire customer journey.

As a guest communication expert you are responsible for the communication with our guests - global citizens - around the globe (b2b & b2c). 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.

**Key Responsibilities**:

- 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 to either Head of or team lead

**Qualifications / skills**:

- People skills showing the ability to surprise, connect and touch
- Being able to work in shifts (early morning, day and evening), at weekends and holidays
- 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, Mandarin, Dutch or Spanish)
- Relevant work experience in a similar role i.s. customer service, customer success, account management

**What's in it for you?**:

- citizenM experience nights for you (and friends and family)
- Personal and professional development opportunities and programs
- Latest tech devices and all the tools you need to be successful in your role
- Commuting travel costs covered (by car or public transport)
- Pension
- Employee assistance program
- Varied team days and social events (from food trucks and quizzes at the office to parties on boats)
- Please note that we are only able to consider applicants with the right to work in the Netherlands_

**About citizenM**:
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.

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