Exec Off Admin Asst/Guest Experience Analyst

New Orleans, LA, United States

Essential Duties and Responsibilities

Monitor and analyze guest feedback data from various online platforms.

Respond to guest reviews and post-stay surveys promptly and professionally.

Identify trends and insights from guest feedback to enhance the guest experience.

Utilize digital marketing software and tools to create visually appealing presentations and reports.

Collaborate with cross-functional teams to implement guest experience improvement initiatives.

Stay updated on industry trends and best practices in guest experience management.

C ompetency

To perform the Guest Experience Data Analyst position successfully, an individual should demonstrate the following competencies:

Customer Service - Manage difficult or emotional associate situations; respond promptly to associate needs; solicit associates' feedback to improve service; respond to requests for service and assistance; meet commitments.

Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others.

Problem Solving - Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics.

Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things.

Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings.

Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team's efforts to succeed; recognize accomplishments of other team members

Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information.

Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results.

Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision.

Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce.

Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel's values.

Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel's goals and values; benefit hotel through outside activities; respect diversity.

Strategic Thinking - Develop strategies to achieve hotel's goals; understand hotel's strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions.

Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events.

Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.

Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan.

Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed.

Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention.

Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions.

Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals.

Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans.

Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.

Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.

Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly.

Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.

Qualifications

The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibility of the Guest Experience Data Analyst position:

Bachelor's degree in Marketing, Data Analytics, Management, or a related field.

Strong analytical skills with the ability to interpret and analyze data effectively.

Proficiency in digital marketing software, including Shiji Review Pro, Photoshop, and Microsoft PowerPoint, would be advantageous.

Excellent Written and verbal communication skills.

Self-driven with a passion for learning and continuous improvement.

Be a Team Player

Math Ability

Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.

Compute rate, ratio and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Deal with problems involving a few concrete variables in standardized situations.

Work Environment

The noise level in the work environment is usually quiet.

The position is located in an office setting where the temperature settings are controlled.

Physical Demands

Occasionally lift and/or move up to 10 pounds

Close vision and the ability to adjust focus.

Regularly sit, use hands to fingers, handle or feel and talk or hear.

Frequently walk and reach with hands and arms.

Safely navigate multiple flights of stairs.

Position Status and Availability

Available to work a full-time, morning (AM) shift from 9:00a - 5:00p, Monday - Friday with flexibility to work overtime and/or on weekends according to demands of the business.

Education and Experience

Bachelor's degree in Marketing, Data Analytics, Management, or a related field.

One year related experience as a Guest Experience Data Analyst.

Benefits

Comprehensive benefits package including 401k, health insurance, dental and optical insurance.

Employee hospitality benefits including discounts on accommodations and amenities.

Working Conditions

Full-time position located in the office at Hotel Monteleone.

In-person reporting to the Executive Office or Marketing Manager.

Weekly reports and presentations are expected.

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