Analyst - Guest Experience and Quality

98 Acres Resort & Spa - Ella is looking for an Analyst - Guest Experience and Quality to join its team in Ella. Job type: full-time.

What the job involves:
- Monitor guest satisfaction scores, Net Promoter Score (NPS), Customer Satisfaction
- (CSAT), and other service quality metrics
- Preparing daily and monthly performance trackers of online reviews and reputation
- Monitoring all reviews and negative review escalation
- Monitoring review responses and ensuring a response rate of 100% is maintained
- Carrying out spot audits and surveys

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- Preparing detailed reports and dashboards highlighting trends and insights
- Maintaining accurate guest experience databases and reporting systems
- Develop regular performance reports for management teams
- Benchmark results against industry standards and organizational targets
- PROFESSIONAL QUALIFICATIONS AND EXPERIENCE
- Bachelor's Degree in Hospitality Management, Business Administration, Marketing,
- Data Analytics, or a related field
- 2-5 years of experience in guest experience, customer service, hospitality operations,