Guest Experience Specialist: Provide Exceptional Support

3 semanas atrás

Porto, Porto, Portugal GuestReady Tempo inteiro

About GuestReady

We are a globally leading short-term rental management and hospitality company, dedicated to providing exceptional services to property owners and guests. With a presence in the UK, France, Portugal, Spain, and the UAE, we are committed to revolutionising the short-term rental industry through innovative technology and a commitment to hospitality.

Our mission is to empower landlords to turn their investments into profitable sources of income by streamlining the rental process from start to finish. From creating listings across multiple platforms to managing guest communications, housekeeping, key exchange, and price optimisation, our team of experts handle every aspect of the rental experience, freeing landlords from the hassle and stress of property management.

About the Role

We are seeking a Guest Support Representative to join our hospitality team in Portugal. The ideal candidate will have excellent communication skills and a passion for providing top-notch customer service. In this role, you will be responsible for ensuring that our guests have a seamless and enjoyable experience from pre-booking to post-stay.

Key Responsibilities

  • Provide professional and friendly support to guests via chat, phone, and email, ensuring that their inquiries are answered promptly and accurately.
  • Serve as the first point of contact for guests experiencing check-in, cleaning, maintenance, and check-out issues, taking ownership of their concerns and striving to provide quick and effective solutions.
  • Perform basic troubleshooting for common requests, such as resetting Wi-Fi routers or addressing other technical issues.
  • Maintain a high level of quality and professionalism in all customer interactions, ensuring that guests feel heard and valued.
  • Ensure that guests are satisfied with their experience, taking proactive steps to address any concerns or issues that arise.
  • Maintain a deep understanding of GuestReady's processes and tools, staying up to date on changes and updates to our systems.
  • Keep detailed records of all guest interactions in our internal system, ensuring that all information is accurately documented and easily accessible to other team members.

Requirements

  • Excellent communication skills and ability to multitask.
  • Fluent Spanish, Portuguese, and English language skills.
  • Prior experience in customer service, hospitality, or related fields.
  • Strong problem-solving skills and ability to think on your feet.
  • Comfortable with technology.
  • Ability to work flexible hours, including evenings, weekends, and holidays.
  • Ability to work in a fast-paced environment and maintain a positive attitude.

Diversity and Inclusion

GuestReady is proud to be an equal opportunity employer, committed to providing an environment of mutual respect and inclusion to our teams worldwide. We value the unique talents of all our people, with different personal experiences and points of view. We do not accept any discrimination on the basis of race, colour, gender, religion, sexual orientation, disability, age, culture, or any other characteristic.

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