Customer Experience Liaison, Hotel Operations

1 week ago


Charleston, West Virginia, United States Encore Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Coordinator, Hotel Services. This role will be responsible for providing exceptional customer service, building relationships with clients, and ensuring a high-quality experience for our customers.

Key Responsibilities

Customer Contact

  • Acknowledge and interact with customers in a professional and friendly manner.
  • Build relationships with customers to establish trust and open communication.
  • Proactively identify potential issues and provide solutions to client concerns.
  • Respond quickly to questions and requests, and handle service problems politely and efficiently.
  • Attend venue meetings as required.

Billing

  • Communicate billing information to customers, resolve billing concerns, and obtain signatures.
  • Convey and enter billing changes, and communicate billing challenges to the appropriate Encore team members.
  • Prepare billing reports daily and submit them to the venue for reconciliation.

Data Entry

  • Enter customer contact information and details into the CRM system.
  • Enter and reconcile exhibit customer payments into the billing system.

Customer Engagement

  • Accompany the selling manager on PreCon and Site Visit meetings as needed.
  • Coordinate customer follow-up and support thank you messages.
  • Coordinate with hotel sales team for site visit attendance and support.
  • Drive customer service excellence by engaging in multiple points of contact throughout the day.
  • Act as a service liaison between the customer, Encore team, and venue partners.

Operational Support

  • Demonstrate knowledge of hotel and facility services.
  • Coordinate and communicate any customer concerns with the appropriate venue partner team for resolution.

Job Qualifications

  • High School Diploma is required; Associate degree is preferred.
  • 1+ years of administrative, sales, or hospitality experience preferred.
  • Proficiency in Microsoft 365 and web-based applications.
  • Strong written and oral communication skills.
  • Strong organizational and interpersonal skills.
  • Encore's Service Level 100, 200, & 300 Certifications to be obtained within 90 days.
  • Ability to multi-task and work well under pressure.

Competencies

  • Deliver World Class Service
    • Hospitality
    • Ownership
  • Do The Right Thing
    • Instills Trust
    • Safety Conscious
  • Drive Results
    • Action Oriented
  • See The Big Picture
    • Ability to Prioritize
  • Value People
    • Communicates Effectively


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