Descrição da vaga
MISSION: Responsible for the daily operations of the department, committed to achieving excellence in customer satisfaction. Works alongside the team to meet and exceed customer service expectations.
RESPONSIBILITIES:
• Personalize guest interactions by using their name during conversations.
• Maintain accurate guest profiles, ensuring compliance with data regulations.
• Stay informed about VIP arrivals and ensure a proper welcome.
• Handle front desk administrative tasks, including billing and credit card processing.
• Manage guest complaints with professionalism and empathy.
• Communicate important information to front desk management.
• Continuously improve skills and contribute to front desk best practices.
• Support the Revenue team by maximizing upselling and cross-selling.
• Ensure smooth and efficient check-in/check-out processes, including digital check-ins.
• Handle internal and external guest phone requests when necessary.
• Act as a hotel ambassador, upholding service standards at all times.
• Address guest inquiries and requests efficiently within an acceptable timeframe.
CUSTOMER EXPERIENCE:
• Comply with brand standards and operational guidelines.
• Personalize guest experiences by anticipating and exceeding expectations.
• Handle customer incidents and escalate unresolved issues.
• Support the hotel’s Sensory Architecture and promote its services, events, and experiences.
REQUIREMENTS:
• Education: University degree or vocational training in Tourism, Hospitality, or similar.
• Languages: Advanced English; a third language is a plus.
• Experience: At least 1 year in customer service.
• Skills: Hotel operations, check-in/out procedures, customer service, complaint handling, organization, and communication.
CONTRACT:
• Fixed-term contract.
• Level C2, CCNL Turismo AICA.
