Guest Relations
4 semanas atrás
Descrição da Vaga
Responsável por acompanhar o cliente desde a sua chegada até à sua partida, assegurando a sua máxima satisfação.
Principais **Responsabilidades**:
- Assegurar o envio do documento de pré check-in aos Clientes;
- Assegurar o acolhimento e acompanhamento ao cliente, durante toda a sua estadia;
- Ajudar a solucionar problemas e gerir reclamações;
- Supervisionar os quartos e tratamentos VIP;
- Promover as instalações e serviços do Hotel;
- Criar e partilhar informação sobre experiências e atividades do Hotel e região;
- Acompanhar de forma personalizada os Clientes especiais;
- Promover a coordenação interdepartamental em benefício do Cliente final;
- Orientar os Clientes tanto no Hotel como em atividades externas;
- Ajudar a solucionar problemas e gerir Reclamações em coordenação com a Direção do Hotel;
- Elaborar documentos de comunicação com o Cliente;
- Coordenar e formar a equipa de Receção no âmbito das experiências;
- Elaborar relatórios periódicos (diários, semanais e mensais) no âmbito da sua atividade;
- Assegurar a resposta a comentários de Clientes online;
- Elaborar registo de incidentes de Clientes no Hotel;
- Manter a relação com os Clientes locais, enviando informação de forma regular;
- Coordenar a equipa de Spa no âmbito das experiências do Hotel;
- Garantir os procedimentos de evacuação do Hotel e de primeiros socorros.
Experiência que procuramos
- Elevada capacidade de antecipação de problemas;
- Forte capacidade analítica e de organização;
- Boa capacidade de comunicação e relação interpessoal;
- Facilidade em criar empatia imediata;
- Atitude dinâmica e proativa;
- Boa apresentação;
- Respeito pela filosofia e visão do grupo;
- Disponibilidade e Flexibilidade de Horários.
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