Job Overview
The Survey Handling Specialist is crucial in Miral Destinations Voice of the Guest department. The specialist interacts with guests visiting Miral Experiences and Miral Destinations leisure facilities to gather valuable feedback through face-to-face surveys. The specialist helps document and analyze the guests experiences to improve services and enhance overall guest satisfaction.
Job Scope
- Guest Interaction: Approach and engage guests within various Miral Experiences and Miral Destinations Assets to request their survey participation.Survey Administration: Conduct face-to-face surveys using provided tools (tablets, paper forms, etc.) in a friendly and professional manner.
- Data Collection: Accurately capture and record guests responses and feedback.
- Reporting: Submit collected data to the Voice of the Guest department promptly and organized.
- Quality Assurance: Ensure that all surveys are conducted consistently and that the data collected is accurate and reliable.
- Guest Experience: Maintain high guest satisfaction during interactions, addressing immediate concerns or directing them to the appropriate department.
- Collaboration: Work closely with other team members and departments to support overall guest experience initiatives.
Essential
- Higher Secondary.
- Minimum 1-2 years experience in a customer service or hospitality role.
- Excellent verbal communication skills with the ability to engage guests effectively.
- Proficient in delivering exceptional customer service and managing guest interactions.
- Strong verbal and written communication for guest interactions and internal collaboration.
- Flexible in adapting to changing situations and implementing improvements.
- Practical time management skills for prioritizing multiple guest interactions.
- Ability to work in a fast-paced environment and handle a variety of guest interactions.
- Strong interpersonal skills with a friendly and approachable demeanor.
Desirable
- University Degree or Diploma in Tourism or Hospitality Management.
- Additional experience specifically with survey capturing or guest feedback processes.
- Familiarity with the leisure and entertainment industry, particularly theme park operations.
- Understanding of quality assurance processes to ensure consistent service standards.
- Knowledge of risk management principles to assess and mitigate potential risks.
- Track record of implementing continuous improvement initiatives based on feedback.
- Awareness and sensitivity to diverse cultural backgrounds for international guest relations.
- Ability to bring innovative ideas to enhance the overall guest experience.
