Guest Services Agent

hace 2 semanas

Bogota, Colombia The Upright Company A tiempo completo

**About Cloud9**:
**Cloud9 delivers a comprehensive tech enabled solution specifically designed for real estate property managers aiming to enhance their short-term rental (STR) operations, while maintaining lease retention. Our expertise lies in addressing the distinct challenges of managing larger apartments and high-floor units, which often face higher vacancy rates due to niche market demands. Through our proprietary screening process, we adeptly match these premium properties with the elite segment of STR clientele, unlocking a two-way value proposition. These properties, which typically wouldn't be accessible to this market, find new life with Cloud9. This strategic pairing not only boosts occupancy but also significantly improves the property's overall financial health.
**Job Overview**:
**As a Guest Services Agent, you will be responsible for interacting with guests in an assertive and proactive manner. This includes ensuring timely responses to all inquiries and verifying guests through our screening process. Additionally, you will be responsible for communicating updates regarding guest reservations to the relevant teams. Your role will involve not only effective communication with guests but also coordination with internal teams to ensure proper service delivery.
**Key Responsibilities**:

- **Guest Interaction**:Engage with guests in an assertive and proactive manner to ensure a positive experience. Provide timely and helpful responses to guest inquiries through various communication channels.
- **Guest Interaction by call**:Contact through phone guests to solve any inconveniences is an easy and efficient manner.
- **Verification Process**:Implement our screening process to verify guests, maintaining the security and comfort of our accommodations. Exercise discretion and adherence to privacy protocols during the verification process.
- **Reservation Updates**:Communicate effectively with guests regarding reservation details, updates, and any special requests. Collaborate with internal teams to ensure seamless coordination and execution of guest services.
- **Coordination with Internal Teams**:Work closely with housekeeping, maintenance, and other relevant teams to coordinate guest requirements. Relay important guest information to ensure smooth service delivery.
- **Building Registration**:Facilitate the registration process for guests, ensuring compliance with all relevant policies and procedures. Maintain accurate records of guest registrations and related documentation.
- Reporting and Compliance: Utilize trackers to report on key performance indicators (KPIs) related to guest services. Ensure compliance with established KPIs and contribute to the continuous improvement of service quality. Ability to work flexible hours, including weekends and holidays.

**Qualifications**:
Bachelor's degree in:
Hospitality Management, Business Management, Psychology, Communications.

**Experience**:
3 years on Guest Service Management

Soft Skills

1. Assertive Communications

2. Strong problem-solving and conflict-resolution abilities.

3. Tech-driven

4. Teamwork

5. Detail-oriented

**Salary**: From $3,500,000 per month (open to discussion based on profile)

Ability to commute/relocate:

- Bogotá, Cundinamarca: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor’s (required)

**Experience**:
3 years on Guest Service Management

**Language**:
English C2 (required)

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