CUSTOMER CARE (M/F) | Tivoli Carvoeiro Algarve Resort

Minor Hotels - Southern Europe • Seasonal • Lagoa, Portugal • 1w ago

What will be your mission?

As Customer Care, you will play a pivotal role in ensuring a superior, refined, and luxurious guest experience from the initial contact through their entire stay. This role involves maintaining the highest service standards, managing guest feedback, and fostering seamless coordination across departments in all matters related to quality.

What will you do?

Extend a genuine and warm welcome to arriving guests providing a professional introduction to the hotel and assist with check-in procedures.
Be consistently visible and available for guests, resolving inquiries and maintaining frequent contact during their stay and address guest issues and assist with additional services, such as transportation, reservations, and local recommendations.
Maintaining quality standards and ensure timely response to guest reviews, handle comments, suggestions, and complaints, and collaborate with department heads to execute action plans.
Develop positive connections with guests, anticipating their needs to deliver personalized service and recognize and treat repeat guests and VIPs in accordance with the hotel's standards and VIP policy.
Collect and analyze guest feedback through surveys, reviews, and direct communication and take decisive action to enhance guest experiences and communicate necessary changes to the hotel staff.
Work closely with various hotel departments to coordinate guest services and ensure a seamless experience.
Keep accurate and up-to-date guest profiles, including preferences and special requests.
Identify opportunities for upselling hotel services and effectively communicate their value to guests.
Possess thorough knowledge of destination services and key contacts ensuring that provided information aligns with quality standards and corporate identity.

What are we looking for?

Education in Hospitality Management, Tourism, Business Administration, or a relevant field is recommended.
Prior experience in a guest-centric environment, preferably within the hospitality industry with knowledge of hotel procedures.
International experience is highly valued.
Fluent in the local language and proficient in English; additional language(s) is a plus.
Exceptional communication skills (verbal and written) with a proactive approach to resolving issues.
Demonstrated customer focus, consistently exceeding guest expectations.
Adaptability in communication styles to provide personalized service tailored to guests' preferences, needs, lifestyles, and interaction preferences.
Ability to influence cross-departmental collaboration toward shared quality goals.
Excellent problem-solving and multitasking skills.
Flexibility and availability to work varying shifts, including weekends, based on hotel occupancy and events.