Customer Service Analyst

Description

Job Summary: The Customer Service Analyst (Guest Relations) is responsible for ensuring an exceptional guest experience, serving as the primary point of contact to resolve inquiries and requests, guaranteeing personalized, high-standard service. Key Highlights: 1. Opportunity to work with an innovative and recognized hotel management company 2. Focus on intrapreneurship and appreciation of individual knowledge 3. Relaxed environment, diverse team, and numerous growth opportunities **Do you know Amarante?** We are a hotel management company that places innovation among our key differentiators. We lead the management of nationally and internationally acclaimed developments, including Salinas Maragogi Resort, Salinas Maceió Resort, Japaratinga Lounge Resort, and soon the Salg Patacho Exclusive Resort. Our team consists of diverse individuals eager to learn, deliver results, and—of course—balance productivity with quality of life. We believe in the power of intrapreneurship—that is, every person is invited to bring their knowledge, purpose, and unique approach to make a difference daily. **What challenge will you face here?** The Customer Service Analyst (Guest Relations) ensures an exceptional guest experience from arrival through departure. They serve as the primary point of contact to resolve questions, requests, and potential issues, guaranteeing personalized, high-standard service. Additionally, they contribute to customer loyalty and maintenance of the hotel’s reputation. **What do we expect from the Customer Service Analyst?** * Completed High School education; * Knowledge of hotel management systems; * Proficiency in a foreign language; * Positive and proactive attitude; * Empathy to understand guests’ needs and expectations; * Attention to detail, consistently ensuring an impeccable guest experience; * Ability to work under pressure while maintaining a high level of professionalism in challenging situations; * Appreciation for hospitality and quality service; * Minimum 1 year of experience in the hospitality industry, preferably in direct guest-facing roles. **What are the Customer Service Analyst’s routine responsibilities?** * Accompany guests throughout their entire stay; * Manage and resolve complaints or requests, ensuring effective and satisfactory solutions; * Assist in organizing special services; * Support check\-in and check\-out processes to ensure efficiency; * Collaborate with other departments (housekeeping, front office, food & beverage) to meet guest preferences and requirements; * Work closely with Front Desk, Housekeeping, Food \& Beverage, and Maintenance teams to ensure all guest needs are efficiently met; * Share relevant guest information with internal departments to ensure cohesive service; * Ensure guests enjoy a unique and memorable experience during their stay; * Provide detailed information about resort amenities, activities, events, and available services; * Manage special guest requests, such as restaurant reservations, spa appointments, transportation, and more; * Resolve complaints or problems effectively and empathetically, always prioritizing guest satisfaction; * Support the development and implementation of social and environmental responsibility strategies and initiatives, contributing to continuous improvement of the company’s socio-environmental and ESG performance; * Comply with established practices and procedures to minimize environmental impacts, such as proper waste management and responsible use of natural resources; * Identify situations that may cause negative environmental impacts and report them to the environmental team; * Participate in sustainability and environmental practice trainings; * Follow guidelines for correct waste disposal, reuse, and recycling; * Comply with and report instructions during environmental emergencies. **What do we offer the Customer Service Analyst?** In addition to competitive compensation, you’ll find a relaxed environment, a diverse team, outstanding results, and numerous opportunities to learn and grow. And more: * Health and Dental Insurance; * On-site cafeteria; * Meal allowance; * Company-provided transportation or transportation allowance in specific cases; * Variable compensation; * Extended maternity/paternity leave; * PIPA Benefit (Support network for new families); * Psychological and physiotherapy support; * Workplace gymnastics and shiatsu massage; * Healthy snacks; * Happy Hour; * Accommodation discount; * Life insurance; **Did you know Amarante is committed to Diversity and Inclusion?** Here, we value all forms of diversity and want everyone to feel comfortable being their authentic selves. At Amarante, all individuals are warmly welcomed to apply, regardless of gender, age, sexual orientation, ethnicity, disability, origin, or any other characteristic. We believe diverse teams help us grow stronger and better! So, are you interested? Then join Amarante! General Information **Location** MARAGOGI **Contract Type** Permanent **Work Modality** On-site **Publication Period** 2 Hours