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Open nowPosted 38 days ago

Guest Relations

ENOTEL - HOTELS & RESORTS S/A

Where
Recife, PE, Brasil
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Your applicationOpen nowGuest RelationsENOTEL - HOTELS & RESORTS S/A · Recife, PE, Brasil

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ENOTEL - HOTELS & RESORTS S/A's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 38 days ago

The posting

Garantir que cada hóspede vivencie uma estada única e memorável, com foco na fidelização e na superação de expectativas em todos os pontos de contato. Atuará na otimização da comunicação, no gerenciamento ágil e resolutivo dos feedbacks e na proposição de melhorias contínuas em todos os departamentos que impactem diretamente a satisfação do cliente.

· Acompanhar a jornada do hóspede, desde a pré-chegada até o pós check-out, identificando necessidades, expectativas, preferências e oportunidades de personalização da experiência.

· Acompanhar hóspedes com necessidades específicas, ocasiões especiais, famílias, grupos, hóspedes VIP e clientes recorrentes, garantindo os alinhamentos necessários com as áreas envolvidas.

· Realizar atendimento próximo e proativo aos hóspedes, estabelecendo uma relação de confiança e garantindo que suas solicitações, dúvidas e necessidades sejam acolhidas e acompanhadas até a conclusão.

· Antecipar necessidades e identificar oportunidades de encantamento, utilizando informações disponíveis sobre o hóspede, histórico de hospedagens, preferências, ocasiões especiais e demais dados registrados nos sistemas internos.

· Atuar na prevenção e recuperação de experiências, identificando sinais de insatisfação, intervindo de forma ágil e articulando com as áreas responsáveis as soluções necessárias para minimizar impactos na jornada do hóspede.

· Acompanhar ocorrências e solicitações de hóspedes, garantindo o devido direcionamento às áreas responsáveis, o retorno ao cliente e o acompanhamento até a resolução.

· Utilizar ferramentas, dados e indicadores de experiência, incluindo a SEG e demais sistemas disponibilizados pela empresa, para identificar padrões, necessidades, oportunidades de melhoria e informações relevantes sobre o perfil dos hóspedes.

· Personalizar a experiência do hóspede, em conjunto com as áreas operacionais, buscando oferecer soluções e experiências alinhadas às expectativas do cliente e às possibilidades operacionais do resort.

· Realizar contato com hóspedes durante a hospedagem e após o check-out, quando necessário, fortalecendo o relacionamento, coletando percepções sobre a experiência e identificando oportunidades de fidelização.

· Acompanhar e tratar feedbacks dos hóspedes provenientes de pesquisas de satisfação, canais internos e plataformas digitais, contribuindo para respostas ágeis e para a recuperação da experiência quando necessário.

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  1. A CV for this posting

    Written against ENOTEL - HOTELS & RESORTS S/A's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on ENOTEL - HOTELS & RESORTS S/A's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    ENOTEL - HOTELS & RESORTS S/A's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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