Digital Guest Experience Associate

Join Damar Toba Utama as a Digital Guest Experience Associate and take the first step toward a strategic career in digital engagement and customer experience. This role offers a unique opportunity to grow within a dynamic environment, shaping the future of guest interactions in Balige, Sumatera Utara. As a Digital Guest Experience Associate, you'll be at the forefront of enhancing our guests' digital journey, ensuring their experience is seamless and memorable from the moment they book until their stay is complete.

In this role, you'll collaborate with cross-functional teams to develop and implement digital strategies that elevate guest satisfaction. Using tools like Salesforce and Zendesk, you'll manage guest inquiries, resolve issues, and provide exceptional support. This is your chance to make a tangible impact on our guests' experiences while advancing your career in the ever-evolving field of digital customer experience.

📋 Tanggung Jawab Pekerjaan

• Manage and resolve guest inquiries and issues using Salesforce and Zendesk, ensuring timely and effective resolution.
• Collaborate with the marketing and operations teams to develop and implement digital guest experience strategies.
• Monitor guest feedback and use data analytics to identify trends and areas for improvement.
• Create and maintain comprehensive guest experience reports for internal and external stakeholders.
• Stay updated with industry trends and best practices in digital guest experience.
• Provide training and support to frontline staff on digital guest experience initiatives.
• Participate in cross-functional projects to enhance the overall guest journey.
• Contribute to the development of digital tools and platforms that improve guest interactions.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 2 years of experience in customer service, guest relations, or a similar role in the hospitality industry.
• Proficient in using Salesforce and Zendesk for customer service and support.
• Strong analytical and problem-solving skills with the ability to use data to drive improvements.
• Excellent communication and interpersonal skills to build strong relationships with guests and team members.
• Familiarity with digital marketing tools and platforms is a plus.
• Ability to work in a fast-paced environment and meet tight deadlines.
• Certification in digital guest experience or customer service is a bonus.

🛠️ Keahlian

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