Guest Experience Analyst / Service Support Associate

1-7 Years

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Early Applicant

Job Description

Role Description

Monitor and analyze guest/customer experience across service touchpoints (in-person, digital, and support channels)
Track service quality metrics such as satisfaction scores (CSAT), Net Promoter Score (NPS), response times, and resolution rates
Support frontline service teams by handling escalations, feedback cases, and service recovery coordination
Collect and interpret guest feedback to identify trends, pain points, and improvement opportunities
Assist in designing and improving service processes to enhance overall guest experience
Collaborate with operations, customer service, and product teams to implement experience improvements
Prepare reports and dashboards on guest satisfaction and service performance
Conduct basic root cause analysis for recurring service issues
Support training and coaching initiatives for frontline staff based on guest feedback insights
Ensure service standards and SOPs are consistently followed across touchpoints
Contribute to guest journey mapping and service design improvement initiatives
Help maintain a strong customer-centric culture within the organization

Qualifications

Diploma or Bachelor's degree in Hospitality, Business Administration, Customer Service, Communications, or related field
1–5+ years of experience in customer service, guest relations, service operations, or support roles
Strong communication and interpersonal skills
Basic analytical skills with ability to interpret customer feedback and service metrics
Experience with CRM or customer service platforms is a plus (Zendesk, Salesforce Service Cloud, Freshdesk, etc.)
Strong problem-solving and conflict resolution abilities
Attention to detail and ability to manage multiple service requests
Customer-first mindset with strong empathy and service orientation
Ability to work in fast-paced, high-volume service environments
Good coordination skills across multiple teams and departments