Customer Engagement Specialist

About Us
Month2Month is a premier hospitality company committed to providing exceptional service and creating memorable experiences for our guests. We pride ourselves on our dedication to customer satisfaction and aim to create a welcoming, comfortable environment for all our guests. We are currently seeking a highly motivated and customer-focused Customer Engagement Specialist to join our team and help enhance the guest experience.

Job Overview
As a Customer Engagement Specialist, you will be the face of our brand, providing outstanding service and personalized attention to our guests. You will be responsible for building strong relationships, anticipating guest needs, and ensuring an exceptional and seamless experience at every touchpoint. Your role will include managing guest interactions, addressing inquiries, handling complaints, and delivering a level of service that exceeds expectations.

Key Responsibilities
Guest Interaction: Serve as a key point of contact for guests, through various communication channels (phone, email, chat, etc.), ensuring their needs are met promptly and professionally.
Relationship Building: Engage with guests to develop strong, lasting relationships. Listen to guest feedback, understand preferences, and offer personalized recommendations to enhance their experience.
Issue Resolution: Address guest complaints or concerns efficiently, demonstrating problem-solving skills and ensuring guest satisfaction. Work collaboratively with other departments and vendors to resolve any issues.
Product Knowledge: Maintain a thorough knowledge of property amenities, guest service requests, and available resources.
Customer Feedback: Proactively gather and analyze guest feedback through surveys, reviews, and direct conversations to identify areas for improvement.
Data Management: Update and maintain guest profiles, tracking preferences and engagement history for future interactions.
Collaboration: Work closely with the vendors, project managers and other departments to ensure a seamless guest experience from check-in to check-out.

Qualifications
Experience: Minimum 2 -3 years of customer service experience, preferably in hospitality or a customer-facing role.
Communication Skills: Fluency in English. Excellent verbal and written communication skills, with the ability to engage and build rapport with a diverse range of guests.
Problem-Solving: Strong conflict resolution skills and the ability to handle challenging situations with tact and professionalism.
Tech-Savvy: Comfortable using PMS systems, communication platforms, and other guest management tools.
Attention to Detail: Ability to anticipate guest needs and maintain high standards of service in a fast-paced environment.
Team Player: Able to work collaboratively with other team members, vendors and departments to ensure the best possible guest experience.
Positive Attitude: A friendly, approachable demeanor with a genuine passion for hospitality and customer service.

Benefits
Competitive salary and performance-based incentives
Career development opportunities
A supportive, team-oriented work environment