Director of Guest Experience (IT & Technology focus)

İşin təsviri

Director of Guest Experience (IT & Technology focus)

Azerbaijan Tourism Board (Milli Turizm Təbliğat Bürosu) is a newly established entity under the State Tourism Agency and is national tourism organization. Our core tasks include promoting Azerbaijan as a holiday destination, innovative marketing in the most internationally promising markets and the transfer of our knowledge of guests and markets to the domestic tourism industry. In this way we make an important contribution to the competitiveness of the holiday destination Azerbaijan.

Director of Guest Experience is a senior Leadership position with the Azerbaijan Tourism Board (ATB).

We are looking for a dynamic professional who will direct various aspects of the guest experience and ensures highest level of customer service.

Collaborating closely with internal and external partners, fostering technical collaboration and alignment between different departments at ATB, the Director of Guest Experience will coordinate all efforts to maximise guest services provided by Azerbaijan Tourism Board.

This will be done through managing, supervising, and coordinating a variety of activities and operations, which are:

1. Guest service hotline;
2. IT tech-solutions;
3. Efficient coordination of local events in Azerbaijan.

The ideal candidate has a passion for state-of-the-art technology development and a strong background in creating websites, leading technology infrastructure expansion for both national and international offices.

KEY RESPONSIBILITIES:

• Lead IT & Technology strategic and operational planning to achieve goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment, and management of current and future IT systems across the organization; includes infrastructure, architecture, software and software development, hardware, project management and IT processes;
• Develop, lead and manage the design and delivery of all cross-department IT & Technology projects within the ATB (i.e. CRM tool, websites, business exchange platform, tourism registry);
• Understanding of server infra-structure;
• Researches, investigates and identifies new relevant technologies to take the tourist experience to next level;
• Develops programs, policies and procedures to provide the highest level of customer service to tourists to assure smooth coordination of activities;
• Develops, forecasts and oversees the Guest Experience Management’s annual budget and ensures the department stays within the budget while keeping the operations running efficiently;
• Coordinates with all stakeholders to ensure that required and requested services and information are provided to tourists;
• Acts as liaison with other departments regarding policies and operational procedures as it relates to tourists needs;
• Reports regarding all guest experiences issues and feedback to improve overall tourist experience;
• Works with CRM systems to ensure that customer feedback is properly logged, monitored, and addressed;
• Develops Mystery Shopper or other guest experience monitoring initiatives to ensure the efficacy of the guest hotline performance;
• Regularly provides updates to senior management on all tourist service efforts

Requirements:

• Master’s Degree in Business Informatics / Business Administration or related field;
• Deep and proven knowledge of IT processes;
• Proven track record of extremely high attention to customer service required;
• More than 6 years progressive direct industry experience with 4 or more years of progressive responsibility in technology and guest services/customer service related works
• Proven supervisory experience and leadership skills a must
• Possess a thorough understanding of global tourism technology development
• Ability to develop long-range plans, budgets and programs
• Ability to resolve guest concerns expeditiously and independently
• Crisis management skills

Candidates are requested to send their CVs to [email protected]  until 20 September.

Please indicate the name of the position (Director of Guest Experience) you are applying for in the subject line of the email.

Please be advised that only shortlisted candidates will be contacted for the further stages of the recruitment process.

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