Guest Communications Specialist | StayHeirloom
Reginald Ugay
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Posted Jun 18, 2024
Process and coordinate all communications between the guests, the ground team and the company, and ensure the all guests have a great experience.
Sep 2023 – Jun 2025
• Process all incoming guest communications (text, email, phone call, online message, etc) in accordance with company policy.
• Represent the Heirloom brand in all communications and interactions.
• Respond to all platform support messages in a timely and policy-oriented manner.
• Work collaboratively with departmental management to optimize current Customer Support practices, policies, and resources.
• Facilitate communication between GC team and ground team to resolve escalations, while addressing the root cause of the issue.
• Actively solicit reviews from satisfied guests.
• Participate and contribute to all scheduled departmental meetings
• Foster a supportive culture of professional development within the GC department
• Analyze guest feedback and work within and across departments to address guest concerns with sustainable solutions.
• Build rapport with customers through friendly, engaging, and brand-consistent communication.