Guest Complaint Resolution Support -- 2

I need an experienced hospitality professional who can jump in immediately and take ownership of guest complaints for my hotel portfolio. Your core task will be to turn negative experiences into positive ones by responding to inquiries, investigating issues with the operations team, and following through until the guest is satisfied.

What success looks like: every complaint logged, acknowledged, and closed with a clear, well-documented outcome; communication that is courteous, concise, and fully aligned with brand standards; and weekly insight reports that highlight recurring problems so we can fix root causes.

To do this you will rely heavily on your customer-service mindset, strong written and spoken English, and solid familiarity with common hotel systems and Microsoft Word, Excel, and PowerPoint for reporting. Experience with social platforms and email management tools is a plus because many complaints arrive through those channels.

The need is immediate—please be ready to start as soon as we agree on the workflow and communication cadence.