purpose
citizenM is growing fast and has a committed roadmap going from 22 hotels to 100 hotels in the coming years. In this growth plan, we want to prioritize establishing and developing a sustainable relationship with (to be) guests. The Connect team is the 24/7 customer service & hotel support team of citizenM. We help our guests with all kinds of questions they have, at every time of the day - via phone, online chat, social media & email. Next to that, we are the first line support for all of our hotels around the globe. The ambition of the Connect team is therefore two fold:

• build meaningful customer relations by providing the unique citizenM experience through phone, online chat, social media & email - inspired by our ambassadors - during the entire customer journey.
• fully support all our hotels & ambassadors, so they can focus on the guest experience.

Since the team is available 24/7, we have three locations to support all timezones: Shanghai, Amsterdam and Seattle.

key responsibilities
As a guest communication expert you are responsible for the communication with our guests - global citizens - around the globe. You enhance and rock the experience of our guests during their entire journey with citizenM. This means you create connecting moments when guests reach out to us, if it is while they’re booking a stay with us or after they stayed with us - and everything in between. Next to this, you make sure that all information for our guests is up to date on our online platforms, like the website, app & chatbot. Last, but not least you ensure that within all this our citizenM values are infused.

• interacting with guests via social media channels, whatsapp, online chat, email and phone
• control and update FAQ databases for all our channels
• monitor our social media accounts, reacting and responding to these
• escalate guest technology issues to the IT team
• achieve the highest standards of outstanding guest service: provide training and constant feedback to the team to safeguard that the citizenM culture of citizenM is clear to anyone that gets in contact with our guests
• RAOKs: Random Acts Of Kindness - looking at ways to surprise and wow our guests
• constantly looking at ways to improve the guest experience and sharing this with the team
• collaborate with other teams within citizenM to report customer feedback
• analyse and improve guest service and report weekly to citizenConnect team lead

qualifications / skills

• people skills showing the ability to surprise, connect and touch
• ability to handle multiple tasks in a fast paced environment
• self starter who shows initiative
• attention for detail
• problem solving skills and can do mentality
• identify with the citizenM brand
• passionate about hospitality
• being able to work on weekends and holidays
• speak and write fluent in English and preferably one other language (French, Mandarin, Dutch or Spanish)
• relevant work experience

locations / hours

• This role is located in our citizenM Schiphol property office. Hybrid working is possible, not fully remote. This is a full-time position

citizenM is an affordable luxury hotel chain for mobile citizens of the world. With style that will knock your socks off, we offer citizens a real home from home, plus the world’s fluffiest pillows. Our typical guest is a frequent traveler who is quality and design driven, and value conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry, and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditional… and neither are our support offices. We're open-minded, with kind hearts and global minds. citizenM loves diversity. We are an equal opportunity employer and welcome applications from anyone.

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