Guest Service

Guest Service is the face (or the voice) of the property. Its mission is to elevate the guest experience through impeccable communication, proactive problem-solving, and logistical coordination to ensure that every stay is perfect. It is the vital link between guests, owners, and the maintenance/cleaning teams.

Main Functions:

1. Stay Cycle Management:

• Coordinate check-in and check-out processes (in-person or self-service).
• Send detailed arrival instructions and access codes.
• Follow up during the stay to ensure customer satisfaction.

1. Multi-channel Communication:

• Respond to inquiries through platforms (Airbnb, Booking.com, VRBO) and WhatsApp with speed and warmth.
• Provide local recommendations (restaurants, tours, transport) as a local expert.

1. Quality Control:

• Inspect properties before guest arrival to verify cleaning and functionality standards (amenities, Wi-Fi, air conditioning).
• Manage and follow up on maintenance reports immediately.

1. Crisis and Review Management:

• Handle complaints with empathy and quick solutions.
• Encourage guests to leave positive reviews and manage responses to comments.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 1 year of experience
• Languages: English
• Knowledge: Flexibility, Conflict resolution, Teamwork, Attention to detail, Adaptability, Customer service, Service personalization

Keywords:

servicio, service