Líder de guest service

4 semanas atrás

SAO PAULO, Brasil BRAINY HOTEL CONSULTING LTDA Tempo inteiro

Sobre Nós:

O prazer é todo nosso ; )

Cada hotel tem uma característica especial. Muitas vezes, o grande desafio é encontrar qual e desenvolver o seu potencial. Por isso, a Trul é a primeira operadora multimarcas de Minas Gerais a aplicar o conceito de Customização Hoteleira. O que, em outras palavras, significa entender o que um hotel tem de melhor para, assim, desenvolver marcas e experiências únicas para o hóspede.

A Trul é detalhista e completa: cuida da implantação à operação hoteleira. Acompanha cada detalhe para garantir a gestão eficiente e necessária para atrair clientes e, claro, criar motivos para que eles voltem sempre. =)

Descrição:

Coordenar atividades da equipe de atendimento telefônico aos hóspedes, prezando por transparecer cordialidade e alegria em atendê-lo. Bem como elaborar ações estratégicas para a área visando proporcionar experiências que despertem a fidelização do cliente.

Atividades:

·         Garantir que o processo seja rápido e acolhedor, ajudando com pedidos específicos dos hóspedes, como transporte, hospedagem e preferências de quarto.

·         identificar e organizar a recepção de hóspedes VIP, garantindo que todos os detalhes de preferências e opções anteriores estejam documentados e atualizados

·         Coordena as equipes internas para personalizar a experiência dos hóspedes VIP, desde decoração especial no quarto até serviço de boas-vindas.

·         Resolver rapidamente qualquer situação que prejudique a experiência dos hóspedes, contactando a equipa necessária para correções urgentes (ex.: falhas de manutenção, problemas com quartos).

·         Atuar no relacionamento com o cliente, sendo o principal anfitrião de hospedagem no contato, prestando serviços.

·         Atuar no relacionamento com o cliente, sendo o principal anfitrião de hospedagem no contato, prestando serviços diferenciados para surpreender e encantar os hóspedes.

·         Receber e retornar e-mails para clientes internos e externos, diariamente, para documentação das tratativas e movimentações realizadas.

·         Atentar-se aos e-mails comerciais com solicitações de hóspedes vips, observações de datas comemorativas para preparo de mimos.

·         Auditar diariamente as reservas com entrada prevista, verificando as informações e observações do hóspede, para reforçar as solicitações junto aos departamentos que providenciarão.

·         Organizar e contatar fornecedores para elaborar mimos de hóspedes vips, solicitar a compra dos itens e montagem na UH.

 

Para a vaga consideramos necessário:

  • Ensino Superior;
  • Pacote Office intermediário.

Para a vaga consideramos desejável:

  • Vivência em hotéis de rede;
  • Inglês intermediário/avançado;
  • Experiência como Guest;
  • Experiência em recepção e reservas.

Para a vaga consideramos um diferencial:

  • Experiência internacional;
  • Pós graduação em negócios, pessoas;

O que oferecemos:

  • Vale-Alimentação;
  • Alimentação no local;
  • Vale Transporte;
  • Plano de saúde;
  • Plano de odontológico;
  • Day off;
  • Seguro de vida;
  • Descontos de 50% de hospedagem nos hotéis da rede;

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