Guest Operations Analyst

Description

Job Summary: We are seeking a Guest Operations Analyst to ensure a smooth and memorable guest journey, handling incident resolution and driving continuous operational improvement. Key Highlights: 1. End-to-end involvement in the guest journey 2. Incident resolution and continuous improvement 3. Empathetic communication and proactivity **About the Opportunity** We are looking for a **Guest Operations Analyst** to join our team and ensure every guest’s journey is smooth, agile, and memorable. You will serve as the point of contact for end-to-end service delivery, directly handling incident resolution, expectation alignment, and transforming learnings into continuous improvements for our operations. If you possess clear communication skills, empathy when interacting with people, and a proactive attitude toward problem solving, this role is for you! **Your Responsibilities (Responsibilities and Duties)** * **Journey Monitoring:** Manage and track tickets from initiation to closure, ensuring an excellent guest experience. * **Incident Resolution:** Resolve operational issues and inquiries promptly, ensuring correct and complete fulfillment of requests. * **Efficient Communication:** Communicate clearly, concisely, and empathetically, consistently aligning guest expectations. * **Data Management and Documentation:** Accurately record interactions, maintain system updates, and strictly follow operational *playbooks*. * **Continuous Improvement:** Identify and flag exceptions, failures, and bottlenecks in daily routines to contribute to ongoing process enhancement. **Requirements and Qualifications** * Prior experience in Customer Service, Support, Customer Success, or Guest/Hotel Operations. * Excellent verbal and written communication skills (empathy, clarity, and conciseness). * Analytical mindset with strong problem-solving orientation. * Organized and meticulous in tracking workflows and entering data. * Availability to work in a hybrid model and according to the specified shift schedule. **Work Model and Schedule** Location (In-person Days): R. Leopoldo Couto Magalhães Júnior, Itaim Bibi — São Paulo/SP. * **Employment Type:** Hybrid (3 days in-office / 2 days remote per week). * **Weekly Schedule (Monday–Friday):** Night shift, from **1:00 PM to 10:00 PM**. * **Weekend and Holiday Shifts:** From **1:00 PM to 8:00 PM** (100% remote). * **Days Off:** * Fixed every **Wednesday**. * Rotating **Saturday or Sunday** (per schedule). **Additional Information** * **Salary Range:** R$ 4.500,00 to R$ 5.500,00 (to be determined based on seniority and technical assessment). Compensation: R$4.500,00 – R$5.500,00 per month Benefits: * Health insurance * Meal allowance * Transportation allowance Work Location: Hybrid remote work for São Paulo, SP