A BLUE Guide is responsible in particular for active guest relation management. As Brand Ambassador and main key- contact for guests, provide a comprehensive information on the brand, the hotel and the surrounding area, as well as helps in fulfilling guest wishes, answering questions and resolving issues. It is particularly important that the BLUE Guides circulates where guest are- so that they are on hand when needed. As a kind of "barometer of customer satisfaction" the BLUE Guides collect guest feedback regularly so that the team and the hotel can constantly work on improvements and uplevel the guest service provided.
Key Responsibilities:
Guest service host: active guest service by offering an individual holiday experience:
• TUI Welcome: Short presentation of the BLUE Guide role in consultation with the BLUE Guide Rep.
• Successful complaint management in consultation with the Manager, professional and efficient service recovery by turning any negative experiences to positive.
• Restaurant doors: By restaurant opening, friendly welcoming the guests; presence at peak times.
• Guest welcome and farewell: Active support during check- in, check- out and presence at peak times.
• Organization and fulfillment of special guest wishes or important occasions. Welcome back letters to repeaters, birthdays, wedding anniversaries etc.
• Constant collection of feedback to guest&039;s satisfaction. Identify dissatisfied guests and possible areas of improvement and share feedback with the TUI BLUE Experience Manager.
Brand Ambassador
• Motivate guests to review the hotel on the review platforms and TUI CSQs (TUI Customer Service Questionnaire). Active non- intrusive encouragement to fill out the surveys.
• TUI BLUE Brand representation. Explain the brand&039;s USPs and BLUE Guide role within the hotel operations.
• Cross- marketing for other TUI BLUE hotels. Share information about other TUI BLUE Hotels in the region and worldwide.
• Support hotel visits of TUI info groups. Organize all the visit details and execute the hotel tour.
• Organize and execute hotel tours for guests and day visitors (Explore TUI BLUE- Hotel tour). Give comprehensive and professional insight into the TUI BLUE brand and the hotel operations.
Local expert
• Share local expertise. Give recommendations for what to do in the hotel and in the region, promote tours and excursions by referring the guests to the BLUE Guide Rep.• Local hotel activities. Participate or coordinate local hotel activities according to the instruction given by the TUI BLUE Experience Manager.
Digital assistant
• Support with the usage of the BLUE App, be a helping hand when needed; assist guests with App bookings.• Regular BLUE App checks. Good communication and support with the BLUE Guide Digital Guest Experience to ensure the content is always up- to- date.
Courtesy call
• The courtesy calls also give the opportunity to identify and solve issues right on spot before a guest leaves the hotel and raises his or her complaints after returning home. Furthermore, an unexpected courtesy call is one of the most powerful ways to build customer relations and loyalty
BLUE Guide Digital Guest Experience
The BLUE Guide Digital Guest Experience reports directly to the TUI BLUE Experience Manager. Apart from the general BLUE Guide tasks, this role has further responsibilities:
• Digital guest communication via the BLUE App. Reply messages and questions via the pinboard, send push messages etc.
• Support with the usage of the BLUE App. offer info activities BLUE App – Briefly explained and be of assistance for App matters.
• Responsible for hotel&039;s social media platforms. Communication and content management in accordance with the given branding guidelines.
• Responsible for inhouse digital signage and hotel branding. Follow the given branding guidelines and perform regular department checks to make sure all signages are according to standards.
• BLUE App content management. Keep the hotel information up- to- date and according to the given brand guidelines, report any faulty App behavior to central development teams.
• Promote in- house activities and bookable services via the BLUE App. Upselling and cross department promotion.
• Digital guest communication. Monitor and reply guest comments or feedback on social and review platforms (according to Social Media Guideline)
