- Execute and support the operation of the customer experience (Bahia Principe App, My Bahia Principe, digital assets: totem – Digital signage, televisions, piped music, Wifi, email client, chatbot) of the designated center (complex / hotel).
- Collaborate in the execution of digital client projects with the designated business and technology teams.
- Collaborate in the implementation of construction projects (new openings and remodeling) from the perspective of the digitalization of the customer experience in their infrastructures, systems, digital assets and training of operational and maintenance resources.
- Collaborate in the execution of the group's digital client projects, with Information Technology.
- Prepare the monitoring of the indicators, metrics and degree of satisfaction of Wifi customers (standard and premium service) for the achievement of the operating objectives (extra income and quality level).
- Collaborate in the preparation of quality audits of products and services associated with the customer experience, to verify service levels and guest satisfaction.
- Perform the administration of the Wifi HotSpot for clients in coordination with the local computer support.
- Supportthe maintenance and updating of dynamic marketing teams(totem – Digital signage, televisions, piped music, Wifi, customer email, chatbot) in hotels.
- Collaborate in the configuration and monitoring of the contents of the television channels of the guest rooms in the hotels.
- Collaborate in the preparation and execution of the training for new implementations and refreshment of the products and services of the customer experience (BSuite, Wifi, digital assets: totem – Digital signage, televisions, piped music, Wifi, customer email, chatbot).
- Collaborate in the implementation and operational monitoring of customer experience management applications (including but not limited to ReviewPro, BSuite, NewHotel, NetIpBox, Xenox and QlickView).
- Prepair the management reports and KPIs of the digitalization of the customer experience according to the required periodicity (on demand, monthly, quarterly, quarterly, semi-annual and annual).
- Support internal and external audits to ensure the traceability and veracity of the information of digitization of the customer experience.
- Prepare the reports of information of digitalization of the customer experience according to the required periodicity (on demand, monthly, quarterly, quarterly, semi-annual and annual) of all records (transactions and reconciliation of global and local balances) and specific models of other institutions or organizations in collaboration with the teams of each business unit and for the country.
- Fulfill other tasks related to the department and required by the operation, at the request of the superior.
Internal policies - Ensure compliance with the operating manual and standards of Grupo Piñero.
- Ensure the dissemination and compliance with the code of ethics and its compliance with the sustainable development goals.
- Ensure the confidentiality and privacy of personal data.
- Ensure compliance with schedules, disciplinary rules and assigned tasks.
- Ensure the maintenance of your area and work material.
- Ensure the proper use of the department's equipment, expense management and maintenance of supply stock.
- Participate in the training actions to which they are summoned.
- Ensure compliance with the action plan of quality and financial audits.
- Ensure the instruction of the entire department in matters of risk prevention, action protocols in cases of emergency and environmental programs.
|