Guest Service

About the role

Job objectives.

Increase customer satisfaction through “Servigroup attention and service”

Collect first-hand customer information/data (commercial-services)

Increase the acquisition and loyalty of direct customers.

Quick resolution of possible incidents.

Avoid waiting time at the customer reception.

What you'll do

Main Functions / Tasks.

Customer service, regarding doubts, questions, and information about the hotel and the destination.

Promoter of the Servigroup image and our quality standards.

Make future reservations for agency customers staying at the hotel.

Report first-hand information from customers and transmit it, to allow follow-up from the corresponding areas: management/commercial/operations/headquarters. +CRM.

Solve possible suggestions, incidents, and changes quickly and effectively.

Help with web reservations, extensions, early departures, and transfers.

Special requests, prior to arrival and during the stay.

Management indicators.

Customer satisfaction - % response and satisfaction -

Carrying out direct reservations – GS –

Fluid and efficient receptions.

In addition to the main tasks, the following specific tasks have been proposed in the meetings held, depending on the hotel or season.

Enter manual satisfaction questionnaires, on paper, into the system.

Support and assistance to Groups.

Manage the Events agenda.

Commercial tasks, outside of high season.

Promote activities, animation, wellness centers, etc.

Occasional support at reception

What we're looking for

Dynamic professional, with a minimum of 2 years of experience in customer service, reception, or PR positions.

Experience with Microsoft suite and reservation systems.

Proficiency in English and Spanish; other languages will be valued.

Communication skills and ON THE SPOT problem solving

Clear focus on customer service.

Work well in a team.

About the company & team

They are part of the hotel organizational chart, reporting to management or reception managers, as the case may be.

They will relate to other hotel departments.

Relationship with Commercial, Reservations, and Customer Service to report information and follow up on matters.