Guest Experience Manager
Current• I commenced this role as a Customer Service Supervisor, then advanced as a Guest Experience Manager.• Maintain oversight of all customer facing employees to ensure that the employees are delivering what the company brand promises.• Highlight customer expectations to support customer facing capital for asset planning.• Support, inform and deliver guest experience solutions that exceed customer and retailer expectations. Lead the alignment of work practices and principles to ensure the customer experience is not compromised.• Build and nurture a consumer centric culture and professional partnerships with all stakeholders and relevant industry bodies.• Provide leadership, acting as a role model, coaching, championing guest experience, leading team effectiveness and building capability in guest experience/s.• Oversee the common mall presentation standards and principles to ensure that the customer and retailer experience is never compromised.• Attract, retain and develop key talent and ensure a diverse and inclusive workforce.• Engage with retailers on centre operational issues impacting their performance and ensure this is tabled within the asset team and there is ownership from identification through to closure.• To ensure the Guest Experience Desk is always operational within reason, and the rostering is done with transparency and within the annual budget presented.• Management of collected customer data including volume of enquiries, departmental customer complaint reporting and resolution & retailer requests. Reporting to Centre Departments of gathered information to assist in enhancing future guest experiences.• Assist with the Marketing team on delivering marketing campaigns and website management.• Work as the site coordinator for JP service.• Assist centre management with English-Mandarin interpretation when required.
