Job Description

You will accompany guests with confirmed reservations throughout their entire trip: before check-in, during their stay and after it. You will resolve special requests, provide information about the units, make recommendations and coordinate with other areas (Maintenance, Housekeeping, Tech, IT) to guarantee an impeccable experience.

Your main goal is to satisfy all the guest's needs. You get over it when you delight them and anticipate what they need before they ask for it.

Shifts in home-office for guest service with occasional visits to the office for work or organization
Manage guest queries after booking confirmation through PMS and Social Media Inbox platforms
Assist the guest after check-in: questions, recommendations and problem resolution
Report and support guests with access code problems
Channel incidents with the corresponding areas (HK/MT/IT) to provide immediate solutions
Make critical decisions in unforeseen situations with guests
Coordinate additional services: cleanings, amenities, alliances or special requests
Coordinate early check-in and late check-out with other departments
Maintain clear and effective communication with Housekeeping, Maintenance, IT and unit guards through chat and task management tools
Create and send payment requests to guests
Collaborate with the product area in piloting new initiatives
Support Maintenance, Housekeeping and IT by confirming availability of access to units
Professionally manage frustrated guests and escalate immediately when necessary
Constantly propose new ideas and have the initiative to develop them in parallel to daily activities
What you need",