Customer Experience Program Manager
Best Western Hotels & Resorts is a leading, global hospitality network comprised of three hotel companies, including WorldHotels® Collection, Best Western® Hotels & Resorts and SureStay Hotel Group®.
Essential Job Results:
Effectively manages and promotes an industry leading guest satisfaction survey measurement system by providing in-depth analysis of a variety of guest satisfaction measurements for all BWH Hotel Group brands around the world. Is keenly aware of each brand requirement that utilizes BWI’s customer experience management (CEM) platform. Ensures productivity and operational goals are in adherence to set standards by tracking, analyzing, and reporting on guest satisfaction survey (GSS) and CEM system data.
Manages and oversees updates and enhancements to the survey and system. Acts as primary liaison between BWH Hotel Group and CEM vendor. Enhances program performance by creating and managing project roadmap development. Creates and maintains enhanced reporting capabilities, processes, and efficiencies based on value to internal and external users. Is aware of new functionality and features provided by CEM vendor, proactively making recommendations on system enhancements and modifications to brands based on needs or requirements. Perform upgrades to system and/or deploy new features in compliance with internal controls, policies, and standards
Enhances system performance by identifying problems and recommending opportunities to improve performance, efficiency and/or cost effectiveness of customer experience program and guest feedback platform. Optimizes system/application to ensure system integrity and usage.
Optimizes GSS system effectiveness by ensuring the voting membership and property management understand the importance of maximizing survey completions. Provides training to voting members, general managers, hotel staff, and corporate associates to leverage the analysis tools of the system. Leads the implementation of hotel-level guest satisfaction improvement plans. Develops training resources to enable accurate and knowledgeable use of the GSS survey and CEM system. Creates brand specific training initiatives and acts as technical resource for Medallia property administration, BWO administration, corporate staff, and new general managers/voting members.
Works directly with Strategic Services to ensure all effective correlation reports compared with QA scores, complaint ratios and other reporting are consistently generated and studied for full utilization of GSS system. Ensures the integrity of the system by overseeing monthly reporting of GSS performance benchmarks and managing the GSS survey elimination request process when challenges arise to the validity of specific guest surveys. Provides in-depth monthly reporting to senior leadership team and membership. Safeguards sensitive information with appropriate confidentiality.
Promotes continual improvement by conducting regular sample size analysis reporting to identify strengths and possible weaknesses of the GSS system.
Maintains a high level of customer service by managing requests for GSS support from the corporate office, affiliate offices, and customer call center management.
Motivates and develops staff by accessing strengths and weaknesses and providing appropriate development and training opportunities. Implements successful training, hiring, retention practices.
Meets financial objectives by preparing annual budget.
Other duties as required.
Minimum 5 years of experience in a customer care/satisfaction environment, preferably hospitality industry related.
Bachelor’s Degree in Business Administration, or related field, or an equivalent combination of education and experience.
Excellent analytical and training skills with a demonstrated ability to communicate at all levels of the organization. Demonstrated ability to communicate complex technology issues to non-technical users.
High level of proficiency in Microsoft Office Suite. May require advanced proficiency in a particular application or applications. May require skills using authoring tools such as Brainshark and administration of 3rd party applications.
Ability to resolve divergent interests and make quick, effective decisions.
Ability to understand Privacy Laws in the U.S., Canada, Europe and throughout the international community.
Demonstrates effective virtual and in-person training and presentation skills.
Certified Hospitality Trainer (CHT) strongly preferred.
Accountable to members & staff. Provides guidance on policies, procedures, GSS, and CEM to stakeholders both internal and external. Attracts, retains, motivates, and develops staff.
Understands how the organization and membership functions. Uses indirect influence to promote compliance with programs, standards, and policies. Conveys a sense of purpose and motivates others to accomplish goals. Clearly communicates plans, expectations, and outcomes. Able to lead the department to collaboratively identify issues and objectives, and lead implementing solutions.
Advanced knowledge of the GSS CEM platform, competition, and industry. Viewed as an expert in a specific administrative area. Knowledge of organization, policies, procedures, and practices.
Conveys the value of GSS and CEM programs to internal and external stakeholders. Convinces others, both internal and external to the organization, to accept new concepts and approaches. Develop and maintain good rapport with other departments within Best Western International.
Manages multiple processes at once, identifying critical/hidden problems and their root cause to quickly resolve issues. Deals comfortably with concepts and complexity.
May travel up to 25% of work time.
Best Western Hotels & resorts offers a different kind of work atmosphere, a place where everybody pulls together around a common goal. In fact, helping one another is at the heart of our organization, which began as an informal referral system in 1946 among member hotels focused on the idea of "member helping member." Today, our more than 1,000 corporate employees carry on that tradition of helping members - and each other - succeed.