Job Summary: The Guest Support Analyst is responsible for accompanying the guest journey and ensuring booking success by delivering efficient and professional service. Key Highlights: 1. Accompanying the guest journey from pre-check-in to post-checkout 2. Resolving issues and providing customized solutions 3. Collaborating as a team and leveraging technology in vacation rental mediation **JOB SUMMARY** The mission of the Guest Support Analyst is to accompany the entire guest journey and ensure booking success. To achieve this, prompt, efficient, and professional assistance must be provided to address inquiries, deliver guidance, facilitate issue resolution, and clarify concerns. **RESPONSIBILITIES AND DUTIES** * Perform pre-check-in procedures: data collection, sending authorizations and access instructions, verifying cleaning schedules, collecting outstanding reservation payments and/or security deposits; * Perform accommodation procedures: prompt guest service, opening, tracking, and resolving support tickets, and managing internal communications; * Perform post-checkout procedures: charging for damages, refunding security deposits, conducting guest satisfaction surveys, requesting and tracking receipt of additional charges after checkout (e.g., fines, damages, etc.); * Record guest interactions and solutions provided at each stage in the support management system, ensuring the history remains up to date; * Promptly respond to portal inquiries; * Identify guest needs and provide customized solutions to their questions and concerns; * Resolve guest issues efficiently and effectively, ensuring their expectations are met. **REQUIREMENTS AND QUALIFICATIONS** * Ability to collaborate well within a team and strong communication skills; * Proficiency in using technology; * Ability to manage multiple tasks, prioritize effectively, and meet deadlines; * Creativity in problem-solving; * Availability to work on weekends and holidays; * Prior experience in customer service is a plus; * Education or experience in hospitality and/or tourism is a plus. **ADDITIONAL INFORMATION** * Base salary: BRL 1,621.00 + BRL 41.00 daily allowance (meals + transportation) * Employment type: CLT (44 hours per week) * Work location: Natal/RN – on-site * Shift schedule: 5 days on, 2 days off * Working hours: 11:00 AM to 9:00 PM **BENEFITS** * Hapvida Health Plan (voluntary enrollment – 50% covered by the company); * Odont Dental Plan (voluntary enrollment); * TotalPass (fitness and wellness); * Personalized psychological counseling; * Birthday day-off; * Various initiatives designed with you in mind **ABOUT CARPEDIEM HOMES** We are the largest vacation property management company in Northeast Brazil. Our purpose is to use technology to mediate vacation rentals, maximizing profitability and convenience for property owners while enhancing the guest experience. Additionally, we deliver exceptional experiences for our guests. At Carpediem Homes, company growth goes hand in hand with team development—driven by ambitious goals! We need someone who wants to be part of the solution and contribute during this phase of company expansion. We aim to achieve results collaboratively and efficiently.
João Silva
Indeed · HR
João Silva
Indeed · HR
