Guest Support Analyst | Natal/RN | On-site

Description

Job Summary: The Guest Support Analyst oversees the guest journey, providing efficient service to resolve inquiries and issues, ensuring booking success. Key Highlights: 1. Efficient and professional guest service 2. Management of the guest journey, from pre-check-in to post-checkout 3. Focus on problem resolution and guest satisfaction **JOB SUMMARY** The mission of the Guest Support Analyst is to oversee the entire guest journey and ensure booking success. To achieve this, prompt, efficient, and professional service must be delivered to address inquiries, provide guidance, facilitate issue resolution, and clarify concerns. **RESPONSIBILITIES AND DUTIES** * Perform pre-check-in procedures: data collection, sending authorizations and access instructions, verifying housekeeping schedules, collecting outstanding reservation payments and/or security deposits; * Carry out accommodation procedures: prompt guest service, opening, monitoring, and resolving support tickets, and managing internal communications; * Conduct post-checkout processes: damage charges, security deposit refunds, guest feedback collection, requesting and tracking additional post-checkout payments (e.g., fines, damages); * Record all guest interactions and solutions provided at each stage in the support management system, ensuring the history remains up to date; * Promptly handle portal-related requests; * Identify guest needs and deliver customized solutions to their questions and concerns; * Resolve guest issues efficiently and effectively, ensuring their expectations are met. **REQUIREMENTS AND QUALIFICATIONS** * Ability to work well in a team and strong communication skills; * Proficiency in using technology; * Ability to manage multiple tasks, prioritize effectively, and meet deadlines; * Creative problem-solving skills; * Availability to work on weekends and holidays; * Prior experience in customer service is a plus; * Background or education in hospitality and/or tourism is a plus. **ADDITIONAL INFORMATION** * Base salary: R$ 1.621,00 + R$ 41,00 daily allowance (meals + transportation) * Employment type: CLT (44 hours/week) * Work location: Natal/RN – On-site * Shift schedule: 6 days on / 1 day off * Working hours: 1:40 PM to 10:00 PM **BENEFITS** * Hapvida Health Plan (optional enrollment – 50% covered by the company); * Odont Dental Plan (optional 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 rental property management company in Northeast Brazil. Our purpose is to leverage 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.