Welcome to Bukit Vista
As an Operations Professional, you will working closely with the Customer Support Lead, you will play a pivotal role in managing and resolving escalated guest complaints and cases while harnessing the power of AI for improved efficiency and service excellence. Your primary focus is on ensuring the swift resolution of complex issues, facilitating effective communication, and implementing AI-driven solutions to not only meet but exceed guest expectations and achieve optimal guest satisfaction.
What will you do :
- Escalated Complaint and Case Resolution:
- Act as the point of escalation for complex or unresolved guest complaints and cases, with AI-powered tools to streamline the investigation and resolution process.
- Utilize AI analytics to investigate and analyze guest issues, demonstrating empathy and professionalism while ensuring prompt and satisfactory resolutions.
- Collaborate with cross-functional teams, including housekeeping, maintenance, and management, to identify and implement appropriate solutions.
- Guest Communication and Relationship Management:
- Provide personalized, empathetic, and professional communication to guests during escalated situations, ensuring a positive and reassuring experience.
- Utilize AI chatbots or virtual assistants to maintain regular contact with guests, providing updates on the progress of their complaints or cases and ensuring their concerns are addressed promptly.
- Proactively engage with guests to gather feedback and suggestions for improvement, identifying opportunities to enhance overall guest satisfaction.
- Process Improvement and Documentation:
- Identify recurring themes or patterns in escalated complaints and cases, leveraging AI insights to collaborate with the Customer Support Lead to develop proactive measures to address them.
- Review and refine existing processes and procedures with the support of AI tools to optimize the handling of escalated issues, ensuring efficiency and consistency in resolution.
- Maintain accurate and comprehensive documentation of guest complaints and case resolutions, providing insights and recommendations for continuous improvement.
- Team Support and Collaboration:
- Collaborate closely with the Customer Support Lead, utilizing AI-driven scheduling and workload optimization tools to provide support in managing the customer support team during high-volume or challenging periods.
- Offer guidance and mentorship to team members on handling escalated complaints and cases, sharing best practices and strategies for effective resolution.
- Foster a collaborative and supportive environment, working closely with other departments to streamline operations and deliver exceptional guest service.
- Performance Monitoring and Reporting:
- Track and monitor key performance indicators related to escalated complaints and cases, utilizing AI-generated insights for resolution timeframes, guest satisfaction, and case closure rates.
- Prepare regular reports and AI-based analysis on escalated issues, identifying trends and areas for improvement, and presenting AI-driven recommendations to senior management.
- Collaborate with the Customer Support Lead to develop AI-enhanced training materials and conduct training sessions for the team on handling escalated situations effectively.
Fostering Strong Collaboration between Our Technology:
- Efficiency Improvement: Identify and report inefficiencies in our technology workflows, harnessing AI to optimize processes.
- Bug Reporting: Detect, document, and report software bugs and issues, with AI assistance for tracking and categorization.
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Proven experience in a customer support or guest relations role within the hospitality industry, with a focus on handling escalated complaints and cases, enriched by an understanding of AI-driven solutions.
- Strong problem-solving and conflict resolution skills, with the ability to remain calm and composed in high-pressure situations, supported by AI tools.
- Excellent communication and interpersonal skills, with the ability to build rapport and manage guest relationships effectively.
- Detail-oriented with exceptional organizational skills, ensuring accurate and comprehensive documentation of escalated issues.
- Ability to collaborate and work effectively with cross-functional teams, fostering a positive and cooperative work environment.
- Proficiency in English (both written and spoken). Additional language skills are advantageous.
- Familiarity with customer support software, CRM systems, and data analytics tools, with an understanding of AI integration is a plus.
- A genuine passion for delivering exceptional service, resolving complex issues, and exceeding guest expectations.
- Adaptable to rapidly changing technologies.
- You are expected to have executor leadership level in this role.
What is it like to work at Bukit Vista?
Let’s hear what our interns and employees say about it
Feel that you might be the right talent we’re looking for?
Send over your application form by clicking the apply button below! Make sure that your CV is updated and the application form is in English, submitting a LinkedIn profile or past projects would be a plus! Last but not least, we like candidates that are passionate about hospitality, interested in technology, and enjoy a fun workspace with lots of collaboration.