Job Description
We Are HIRING
Analyst - Guest Experience and Quality
98 Acres Resort & Spa - Ella
Responsible for supporting continuous improvement by monitoring, analysing, and interpreting guest feedback, operational data, and service performance metrics, translating insights into actionable recommendations. The role identifies emerging trends, service gaps, and opportunities for improvement, working closely with operational teams to implement data-driven initiatives that elevate service delivery and the overall guest experience. It also monitors the effectiveness of improvement initiatives and ensures guest experience and service standards are consistently maintained across every touchpoint of the guest journey, ultimately enhancing guest satisfaction, strengthening loyalty through data driven initiatives.
KEY RESPONSIBILITIES:
- Monitor guest satisfaction scores, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other service quality metrics.
- Preparing daily and monthly performance trackers of online reviews and reputation. Monitoring all reviews and negative review escalation.
- Monitoring review responses and ensuring a response rate of 100% is maintained.
- Carrying out spot audits and surveys.
- Collecting, analyzing, and interpreting guest feedback from surveys, online reviews, social media, and direct guest interactions.
- Identifying recurring issues, service gaps, and opportunities to improve the guest experience.
- Preparing detailed reports and dashboards highlighting trends and insights.
- Maintaining accurate guest experience databases and reporting systems.
- Develop regular performance reports for management teams.
- Benchmark results against industry standards and organizational targets.
PROFESSIONAL QUALIFICATIONS AND EXPERIENCE:
- Bachelor's Degree in Hospitality Management, Business Administration, Marketing, Data Analytics, or a related field.
- 2-5 years of experience in guest experience, customer service, hospitality operations, quality management, or data analysis.
- Experience working with guest feedback platforms and survey tools.
Interested candidates are requested to email their CV to [email protected] with the subject line 'Analyst - Guest Experience and Quality'. Only shortlisted candidates will be contacted for interviews.
