The Role
Collects guest survey data through interviews and digital surveys, accurately transfers responses into SurveyMonkey, maintains Excel tracking lists, and updates weekly reports. Supports marketing and Front Office teams, analyzes guest and booking trends, develops segment-focused surveys, and creates weekly Google Business updates for hotels. Requires professional guest interaction, discretion, accuracy, organization, and an interest in customer behavior and data-driven marketing.
Summary Generated by Built In
Overview of the Role 🔍
This role is responsible for analyzing guest insights and the booking journey to identify trends, optimize the customer experience, and support data-driven marketing strategies that improve engagement and business performance.
Key Responsibilities 📋
- Conduct guest interviews during breakfast hours to collect survey data on booking behaviors.
- Record responses accurately on printed forms and transfer them to SurveyMonkey daily.
- Maintain and update the guest tracking list in Excel.
- Provide guests with QR codes for digital survey completion when preferred.
- Collaborate with the Front Office and Marketing teams to ensure smooth operations and reliable data collection.
- Uphold discretion and professionalism when interacting with guests.
- Update weekly report
- Create weekly news to update on Google Business Pages (hotels)
- Gather more information to create new surveys based on main segments (Golfers, Couples Adult Only, Seniors, Families, Repeaters)
Ideal Candidate Profile 🎯
- Diploma or Bachelor's degree in Marketing, Hospitality Management, Business Administration, Tourism, or a related field.
- Previous experience in hospitality, customer service, guest relations, marketing, or market research is an advantage.
- Strong communication skills with the ability to engage confidently and professionally with guests from diverse backgrounds.
- Friendly, approachable, and customer-service oriented.
- High level of accuracy and attention to detail in data collection and reporting.
- Strong organizational and time management skills, with the ability to manage multiple tasks and meet deadlines.
- Analytical mindset with an interest in understanding customer behavior and identifying trends.
Skills Required
- Diploma or Bachelor's degree in Marketing, Hospitality Management, Business Administration, Tourism, or a related field
- Strong communication skills for engaging confidently and professionally with diverse guests
- Friendly, approachable, and customer-service oriented
- High accuracy and attention to detail in data collection and reporting
- Strong organizational and time management skills
- Ability to manage multiple tasks and meet deadlines
- Analytical mindset and interest in understanding customer behavior and identifying trends
- Previous experience in hospitality, customer service, guest relations, marketing, or market research
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The Company
What We Do
ER Hospitality is the hospitality and leisure arm of Mauritius’ ER Group, operating a portfolio of hotels, resorts, leisure attractions, golf courses, wellness experiences, restaurants, and educational and cultural venues. Through brands including Heritage Resorts, Veranda Resorts, Kaz’alala, Domino’s Pizza, and Ocean Basket, it creates authentic guest experiences rooted in Mauritian culture, sustainability, and service excellence for local and international visitors.
