About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, driving brand differentiation and business growth for some of the world’s best brands. We are passionate about creating great experiences and dedicated to designing, building, and running the future of customer interactions. Our team in Saskatoon supports a diverse portfolio of clients, with a particular focus on the hospitality sector.
Job Description
We are seeking a dynamic and customer-focused Guest Relations Associate to join our team, specializing in supporting our esteemed clients within the hospitality industry. This role is crucial in ensuring an exceptional customer journey, providing top-tier support, and resolving inquiries with efficiency and empathy. As a Guest Relations Associate, you will be the first point of contact for guests, delivering outstanding service that reflects positively on our clients’ brands and Concentrix’s commitment to excellence.
Key Responsibilities
- Serve as the primary point of contact for guest inquiries, concerns, and feedback via phone, email, and chat.
- Provide comprehensive information regarding hospitality services, bookings, amenities, and policies.
- Resolve guest issues and complaints with professionalism, aiming for first-contact resolution whenever possible.
- Escalate complex issues to appropriate departments or management while maintaining clear communication with the guest.
- Maintain accurate and detailed records of guest interactions and transactions in CRM systems.
- Collaborate with internal teams and client representatives to ensure seamless service delivery.
- Proactively identify opportunities to enhance the guest experience and improve service processes.
- Adhere to all company and client-specific guidelines, policies, and service level agreements.
- Contribute to a positive and supportive team environment.
Required Skills
- Minimum 1 year of experience in customer service, guest relations, or a hospitality-related role.
- Exceptional verbal and written communication skills in English.
- Proven ability to empathize with customers and effectively resolve complaints.
- Strong active listening skills and attention to detail.
- Proficiency in using customer relationship management (CRM) software and other basic office applications.
- Ability to work effectively in a fast-paced, dynamic environment.
- High school diploma or equivalent.
Preferred Qualifications
- Post-secondary education in Hospitality Management, Business Administration, or a related field.
- Experience with specific hospitality booking or property management systems.
- Fluency in a second language relevant to the hospitality sector (e.g., French, Spanish).
- Previous experience in a contact center environment.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Opportunities for career growth and professional development.
- Access to ongoing training programs and workshops.
- Employee assistance program (EAP).
- Positive and collaborative work environment.
- Conveniently located office in Saskatoon.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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