Guest Care Specialist
Paranaque City, Philippines
5d ago

Quality Assurance :

  • Ensures compliance to the standard scripts, policies and procedures.
  • Must be able to handle any type of complaints, inquiries and requests.
  • Must be relational and can collaborate freely with other departments.
  • Asks guests to provide feedback on guest care experience with Guest Care Specialist.
  • Prepares the monthly shift schedule of the Team.
  • Communicates with the guests according to scripts designed by the Guest Care Manager and complies with the policies and procedures of Guest Care Team and other Departments.
  • Handling of Guest Feedback :

  • Receives and clarifies the guest’s feedback from different sources and channels used by Shakey’s.
  • Gives immediate initial response using scripts provided and conduct guest recovery if possible or gives date of call back to the guest
  • Documents all communications with the guest and other parties concerned
  • Resolution of Guest Concerns :

  • Conducts investigation to determine the root cause of the guest’s problem and coordinates with the concerned parties for appropriate action.
  • Ensures fast and quality action and resolution by giving recommendations of best possible solution, following-up and / or escalating to immediate managers or directors if necessary
  • Conducts call back to the guest to inform him / her of final resolution
  • Preparation of Reports :

  • Must be able to provide a complete, detailed and comprehensive report on the monthly guest feedback
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