Customer Care Officer (W / M / X) (Nl & Fr)

Radisson Hotel Group, one of the most dynamic hotel companies in the world, is looking for a trainee for the Global Guest Experience Team. You will need to be able to handle analyzing bulks of data while also enjoying design thinking and creative concept development.

DURATION : 6 months

THE JOB :

The trainee supports the Guest Experience team members, as well as other members of the Brand Department as required. This means the trainee will support and be involved in projects on a global level. The different areas within the team work together to ensure that the departments’ goals are reached and continuously improved. The departmental goal is to leverage brand equity and drive awareness by ensuring a consistent brand experience globally, both at hotels and in our digital products. In addition, the Guest Experience team strives to validate the brand architecture and brand strategy and redefine the experience for each brand, in line with RHG’s strategic 5-year plan.

To support the team, the trainee will be involved in a variety of tasks that focus on data analysis and require creative aptitude for the creation of brand resources and leading ad-hoc customer experience design projects.

RESPONSIBILITIES :

• Deduct and present actionable data-driven insights from Voice of Guest and Guest Satisfaction Survey.
• Onboard and support hotels with Online Reputation Management tools.
• Brand performance and quality data curation and visualization for monthly reports.
• Investigate and balance guests' needs with commercial and operational impact to identify optimal experience propositions.
• Support the creation and updates of brand resources (brand standard manuals, Tools & Products guides).
• Support the creation of creative assets, such as branded collaterals and digital elements.
• Project & stakeholder management, coordinating all efforts.
• Conduct market research, competitive benchmarking, and analyze market trends.
• Create presentations for internal and external purposes.
• Lead ad-hoc projects in relation to the design of the customer experience for each brand.
• Manage meetings with a variety of stakeholders, responsible for the agenda, minute-taking, follow-up, and ensuring delivery dates are met.

A SUCCESSFUL TRAINEE HAS :

• To be enrolled in a school program to be eligible for the internship.
• Fluency in English, both verbal and written, with excellent communication skills.
• Preferably experience in the hospitality industry or strong affinity for the hospitality industry.
• Microsoft Office expert user (Excel and PPT).
• Excellent organizational skills.
• Strong project management abilities : capable of prioritizing and handling multiple projects simultaneously, under tight time constraints and within budget parameters.
• Team player with a global mindset, able to work with a variety of different stakeholders at all levels of the organization.
• Customer-oriented.
• Autonomy and high feeling of responsibility.