#### **About the position:** * Ensure high performance in closing and managing reservations—especially through direct, corporate, and event channels—delivering a differentiated guest experience from the first contact through check-in, directly contributing to increased occupancy, revenue, and customer satisfaction. #### **Key responsibilities:** **Customer service and conversion:** * Respond to leads via WhatsApp, phone, email, and social media; * Convert leads into bookings by applying consultative sales techniques and closing methods; * Act promptly and effectively on last-minute opportunities. **Operations and control:** * Record all interactions in the company’s CRM; * Ensure accurate reservation confirmations and timely delivery of instructions to guests; * Monitor check-in and resolve initial issues; * Maintain organized data, reports, and follow-ups. **Sales strategy:** * Increase share of direct-channel bookings; * Manage event and corporate reservations; * Apply upselling and cross-selling strategies (e.g., early check-in, extended stays, experiences, transfers, etc.); * Support the marketing team with feedback on objections, common questions, and customer profiles; **Performance indicators (KPIs):** * Lead conversion rate / Revenue per direct channel / Average response time / Cancellation rate / Average booking value. #### **Mandatory requirements:** * Education: Completed or ongoing undergraduate degree (Hospitality, Tourism, Business Administration, Marketing, or related fields). * Behavioral competencies (soft skills): Clear and empathetic communication / Commercial mindset and results orientation / Organization, discipline, and agility / Proactivity, analytical thinking, and solution focus / Ability to handle pressure and manage multiple concurrent interactions. #### **Preferred qualifications (advantageous):** * Experience in customer service, reservations, hospitality, tourism, premium call centers, or B2C sales; * Experience in short-term rentals, hotels, real estate agencies, or coliving operations. * Proficiency with CRM systems (e.g., Bitrix or similar); Microsoft Office / Google Workspace; Strong writing and communication skills. #### **Work schedule and contract:** * Contract type: To be disclosed during the interview. * Working hours: 8:00 AM to 5:00 PM, Monday through Friday, with a 1-hour break.