Guest Experience Specialist

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee guest inquiries via messaging platforms and telephone communication

• Assist guests with check-in procedures, house guidelines, Wi-Fi access, and inquiries related to their stay

• Facilitate modifications to bookings, cancellations, requests for additional guests, and payment-related questions

• Address guest concerns and coordinate the resolution of maintenance, housekeeping, and operational issues

• Manage urgent circumstances such as lockouts, noise complaints, and emergencies

• Anticipate potential issues and effectively manage guest expectations

• Coordinate communication and problem resolution in line with partner protocols and service standards

• Utilize internal systems and property management tools to oversee reservations, track interactions, document incidents, and keep accurate records

⛳️ Requirements

• Proficiency in English, French, and Portuguese, both written and spoken

• Prior experience in customer service, hospitality, guest relations, or related fields

• Exceptional written and verbal communication abilities

• Strong organizational skills with the capacity to handle multiple conversations at once

• Keen attention to detail and the ability to adhere to various procedures and guidelines

• Effective problem-solving skills and the capability to maintain composure under pressure

• Confidence in using digital platforms, customer support tools, and property management systems

• Ability to work independently and effectively collaborate with remote teams

• Willingness to work flexible hours, including evenings, weekends, and public holidays

• A proactive, adaptable, and positive demeanor in a dynamic international environment

🏝️ Benefits

• Fully remote work from the comfort of your home

• Exposure to an international work environment

• Opportunities for career advancement

• Continuous training, coaching, and support provided

• A supportive and collaborative workplace culture

• Engage with modern tools and contribute to advancements in hospitality technology