Overview of the Role 🔍
This role is responsible for analyzing guest insights and the booking journey to identify trends, optimize the customer experience, and support data-driven marketing strategies that improve engagement and business performance.
Key Responsibilities 📋
- Conduct guest interviews during breakfast hours to collect survey data on booking behaviors.
- Record responses accurately on printed forms and transfer them to SurveyMonkey daily.
- Maintain and update the guest tracking list in Excel.
- Provide guests with QR codes for digital survey completion when preferred.
- Collaborate with the Front Office and Marketing teams to ensure smooth operations and reliable data collection.
- Uphold discretion and professionalism when interacting with guests.
- Update weekly report
- Create weekly news to update on Google Business Pages (hotels)
- Gather more information to create new surveys based on main segments (Golfers, Couples Adult Only, Seniors, Families, Repeaters)
Ideal Candidate Profile 🎯
- Diploma or Bachelor's degree in Marketing, Hospitality Management, Business Administration, Tourism, or a related field.
- Previous experience in hospitality, customer service, guest relations, marketing, or market research is an advantage.
- Strong communication skills with the ability to engage confidently and professionally with guests from diverse backgrounds.
- Friendly, approachable, and customer-service oriented.
- High level of accuracy and attention to detail in data collection and reporting.
- Strong organizational and time management skills, with the ability to manage multiple tasks and meet deadlines.
- Analytical mindset with an interest in understanding customer behavior and identifying trends.