Descrição da vaga
GEX - Coordenador de Experiência do Cliente
Job Mission:
The Aura Coordinator meets the daily operations of the department, committing to achieving excellence in customer satisfaction.
What will I be doing?
• Assist with the organization and hosting of cultural events, creative exhibition and fashion shows.
• Be up to date with the current trends, styles and luxury fashion and music.
• Assist the Aura Manager and Marketing Manager with any events in-house.
• Comply with the attributes, standards and manuals that apply in the Aura department, as well as ensure compliance in other areas.
• Ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Efficiently use the different customer experience management tools.
• Manage the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Comply with Sensory Architecture in the different areas of the hotel, in terms of lighting, decoration, aroma and background music.
• Verify material orders following the set product guidelines, for better optimisation of economic resources.
• Respond appropriately to guest complaints.
• Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Perform other duties as assigned.
• Perform check in and check out tasks when required.
• Perform Courtesy calls to guests prior to arrival, during the guest stay, and after departure if required.
• Manage Online and Phone reservations.
• Assist guests with touristic information, transportation requests, and restaurant bookings.
• Assist other departments with the delivery of room amenities and gifts if necessary.
• Inspect rooms from a housekeeping perspective if necessary.
• Manage cash and credit card payments.
• Activate room keys using electronic key machine and reissue new room keys to guests as necessary by verifying guest identity and using electronic key machine.
• Assign room according to guest request and preferences whenever possible.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Sell a room/accommodation to guests without reservations based on availability. Confirm reservations and cancellations.
• Provide luggage assistance upon arrival and departure.
• Escort guests and clients to rooms or other hotel facilities.
What are we looking for?
• Candidate must be available to work various shifts including mornings, evenings, nights, weekends and/or holidays.
• Must be fluent in English; other languages are preferred.
• 1-year experience in a fast environment in the same or similar position in a hotel/resort.
• Passionate for Hospitality and with a strong attitude to interpersonal relationships
