Job Summary: This professional will manage essential activities for property administration, with a focus on customer service, ticket management, and monitoring the guest journey. Key Highlights: 1. Focus on excellence in customer experience and hospitality. 2. Opportunity to propose improvements and optimize processes. 3. Multi-channel support and issue management for accommodations. #### **About the Role:** Perform relevant tasks that impact the administration of managed properties. #### **Main Responsibilities** * **Provide customer support (partners, guests, and property owners) via WhatsApp and/or phone and system;** * Open and close cleaning and maintenance tickets for local operational partners of each property or territory; * Monitor the resolution of opened tickets; * Analyze metrics from the ticket-tracking software; * Input, monitor, analyze, and audit property listing data in the system; * Perform administrative tasks related to managed properties, including purchasing requested materials; * Resolve potential issues during guest stays; * Mediate conflicts between end operators (companies and guests); * Monitor guest satisfaction and journey experience; * Contribute to improving the department's PDCA process; * Provide support through YOLO's official channels; * Internally promote and uphold YOLO's hospitality culture. #### **Mandatory Requirements:** * Degree in or currently studying Administration; Hospitality Management; Commercial Management; Business Processes; Tourism; Social Communication; or related fields. * Experience in customer service and administrative routines; * Focus on excellence in customer experience; * Collaborative and empathetic profile; * Proactive in proposing improvements and optimizing processes; * Alignment with hospitality and welcoming culture. #### **Desirable Qualifications (advantageous):** * Experience in customer service or reservations within accommodation providers; * Knowledge of PDCA and continuous improvement (desirable for process contributions); * Basic knowledge of OTA platforms (Booking, Airbnb, etc.); * Conflict management and mediation techniques; * Customer service and hospitality (online or in-person); * Familiarity with CRMs (Bitrix24 is an advantage); * Microsoft Office Suite; * Basic or intermediate English (advantageous); * Strong written and verbal communication skills; * Organization, empathy, and agility in problem resolution. #### **Work Schedule and Hours:** * Rotating schedule of 6 days on / 1 day off, including weekends.
João Silva
Indeed · HR
João Silva
Indeed · HR
