Guest Services Agent

hace 1 mes

Xico, México Ennismore A tiempo completo
Descripción del Empleo

Bajo la supervisión general del Gerente de Front Office o cualquier otra persona autorizada por la dirección, llevar a cabo todas las tareas relacionadas con la llegada, la estancia y la salida de nuestros huéspedes. Asegurarse de que todos nuestros huéspedes habituales y VIP reciban un servicio de alta calidad y personalizado, una experiencia para el huésped atractiva y dinámica y mantener nuestro programa de reconocimiento de huéspedes.

Responsabilidades
  • Dar la bienvenida activamente con una sonrisa, saludar y registrar a los huéspedes.
  • Informar a los huéspedes sobre el hotel, sus servicios, la ciudad y los eventos locales.
  • Asegurarse de que todas las solicitudes sean atendidas con precisión y que reciban el servicio, atención y seguimiento adecuados.
  • Diferenciar entre tipos de huéspedes y manejarlos de manera apropiada; huéspedes con reservas confirmadas o reclamadas, llegadas sin reserva, huéspedes VIP, grupos, etc.
  • Seguir el procedimiento prescrito para todas las llegadas, modificaciones de tarjetas de registro, solicitudes especiales, cambios de tarifa, cambios de habitación, consultas de cuentas, consultas de reservas, etc.
  • Atender todas las solicitudes de los huéspedes, accidentes y/o robos de manera rápida, dentro de un plazo máximo de respuesta de 20 minutos, registrar todos los asuntos en Nuvola o en el proceso de registro específico del hotel.
  • Transmitir todos los comentarios de los huéspedes al Gerente de turno para que se puedan tomar las acciones apropiadas.
  • Garantizar la privacidad y seguridad de los huéspedes, no revelar información confidencial de los huéspedes y asegurarse de que los procesos estén alineados con los estándares de confidencialidad de SLS.
  • Cumplir con la política de crédito del hotel en lo que respecta a pagos en efectivo, pagos con tarjeta de crédito, cuentas de empresa, pagos con vales, pagos de terceros, moneda internacional, etc.
  • Enfoque en upselling para maximizar las tarifas.
  • Asegurar que las áreas de trabajo estén limpias y mantenidas en todo momento.
  • Mantener y utilizar efectivamente los perfiles de los huéspedes a través de Opera Cloud.
  • Estar completamente informado sobre los eventos que se están llevando a cabo en el hotel.
  • Mantendrás una actitud positiva y prestarás atención a los detalles durante todo el turno.
  • Como parte importante de un equipo, intentarás ayudar a los compañeros que necesiten asistencia tanto del departamento como de otros departamentos.
  • Mantendrás la calma en los periodos de mayor actividad para realizar el trabajo de manera eficiente y pedirás ayuda cuando sea necesario.
  • Cualquier otra tarea razonable asignada por el supervisor o gerente.
Requisitos del Empleado

Reconocemos que estamos en la industria de la hospitalidad y eso puede requerir que proporcionemos servicio lateral. En ocasiones, solicitaremos a cada miembro del equipo que realice diversas tareas relacionadas según sea necesario, en aras de brindar un servicio excepcional al cliente.

La persona debe poseer los siguientes conocimientos, habilidades y capacidades, y ser capaz de explicar y demostrar que puede realizar las funciones esenciales del trabajo, con o sin adaptaciones razonables.

  • Al menos un (1) año de experiencia en operaciones de recepción o en un rol relacionado con la atención al cliente, preferiblemente en un hotel de lujo, all inclusive o resort.
  • Capacidad para ser innovador y creativo, contribuyendo con nuevas ideas para mejorar la experiencia del equipo.
  • Capacidad para ser ingenioso, creativo y mantener flexibilidad.
  • Capacidad para mantener excelentes relaciones con los compañeros y mantener la confidencialidad en todo momento.
  • Conocimiento básico de sistemas informáticos como Microsoft Office (Word, Excel, Outlook y PowerPoint), Opera.
  • Capacidad para pasar largos períodos de tiempo viendo una pantalla de computadora.
  • Capacidad para realizar múltiples tareas, trabajar en un entorno rápido y tener una gran atención al detalle.
  • Capacidad para trabajar de forma independiente y colaborar con otros para promover un ambiente de trabajo en equipo.
  • Debe ser observador y responder rápidamente a diversas situaciones, así como realizar múltiples tareas y manejar situaciones estresantes.
  • Debe tener excelentes habilidades de comunicación y ser capaz de leer, escribir, hablar y entender Inglés y Español.
  • Tienes la capacidad de asumir responsabilidades, resolver problemas y tomar decisiones efectivas.
  • Aprendes rápido, con una mentalidad de crecimiento y dispuesto a hacer las cosas de manera diferente y probar (casi) todo una vez.
  • Eres humilde y amable; piensas en grande.
  • Quieres ser parte de un equipo que trabaja duro, se apoya mutuamente y se divierte en el camino.

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