Guest Communications Specialist | StayHeirloom

Aug 2023 - Present

• 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.