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Executive, Guest Experience

Salary undisclosed

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About UsCapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across more than 260 cities in over 40 countries.Job DescriptionThe Executive, Guest Experience will support the Singapore Cluster of serviced residences and hotels by managing its online reputation. He or she will report directly to the Senior Manager, social media & Call Centre. He or she will be responsible for the following:Reviews
  • Monitor all reviews for the Singapore Cluster of properties and respond to the reviews within 24 hours after notifications are sent
  • Assist properties to meet their annual target of reviews received
  • Monitor, compile and send the listed competitors’ reviews to our Residence Managers and Regional General Manager at every month end
  • Upload and publish all social media reviews onto respective property’s website for the Singapore Cluster
Surveys
  • Respond to all in-house surveys from guests or feedback made through Customer Relations’ website for the Singapore Cluster of properties on a timely basis
  • Boost property’s Tripadvisor rankings
  • Monitor individual property’s CSI (Customer Service Index) regularly and highlight property’s performance to Residence Manager and Guest Service Manager
  • Identify areas for improvement and come up with feasible solutions
  • Liaise with properties’ Residence Managers and Heads of Departments to ensure a better stay experience for returning guests
  • Provide Customer Relations Team with case findings upon enquiries and share improvement plans
The Company may assign duties in addition to those listed/described above and/or vary the scope of work according to business requirements.Benefits
  • Comprehensive medical coverage
  • Training and development opportunities
  • Subsidised rates at Ascott serviced residences
  • Strong advocate of staff volunteerism
  • Wellness programmes
Closing Statement:At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.Only shortlisted candidates will be notified.
About CapitaLand
Size More than 250
Industry Real Estate Development
Location Singapore
Founded 28 November 2000
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