LUXURY CUSTOMER SERVICE SPECIALIST

B2B RECURSOS HUMANOS select LUXURY CUSTOMER SERVICE SPECIALIST for consolidated Business Group dedicated to providing services related to Tourism, short term rentals and flexible accommodations.

The selected candidate will be the main liaison between the company and its guests. To achieve this, it will use different online platforms such as the Marriott Homes & Villas website, Airbnb, Vrbo and corporate clients. Your job will be to make sure that every guest has a 5-star experience from the moment they contact the company.

JOB FUNCTIONS

• Provide exceptional support to guests throughout their stay, acting as the main point of contact, available via WhatsApp, email, and phone.
• Building relationships with guests over many years.
• Ensure an efficient and effective flow of communication with other departments and management.
• Demonstrate instant availability to respond promptly to all chats, calls, emails, company inquiries, and communication needs across all platforms throughout the day.
• Enter OTAs, direct bookings, and agent leads into our PMS and keep up-to-date records of all system updates.
• Have the ability to address any queries from our guests and provide a unique stay and experiences for them. The goal is to make sure that every qualified enquiry becomes a booking and an engaged customer.
• Track all OTA, direct, and agent leads, updating the PMS as needed.
• Coordinate with the administrative team the entire booking process, from the contract stage to the payment, payment and return of the deposit.
• Generate and send daily and weekly reports of owner bookings and obtain approvals from owners.

JOB REQUIREMENTS

• Minimum Studies: Bachelor’s Degree or Higher Training Cycle in Hospitality and Tourism or similar.
• Experience: At least 2 years of experience as a receptionist or similar position.
• Specific training as a receptionist is an asset.
• Work in the office
• Strong relationship-building skills and a keen interest in multiple topics
• Languages: Fluent English and Spanish are essential. The ability to speak a third language will be an asset. Dutch, German or French are valuable.
• Understanding Luxury Travel and Travelers
• Be a person willing to help with positive energy.
• Excellent and adaptable communication skills: able to alter style while remaining clear and concise.
• Multitasking at speed: Analytical thinking while maintaining attention to detail and meeting deadlines.
• Warm and friendly character that is efficient, precise and constantly demanding of excellence.
• Independent to manage their own agenda and meet schedules, while maintaining the ability to follow guidelines, procedures and standards set by management.
• Entrepreneurial style: comfortable getting your hands dirty and taking on a variety of tasks.
• Detail-oriented teamwork as the first contact with our guests, greening them in a polite and well-spoken way.
• Excellent typing skills
• Knowledge of technology, experience with OTAs and other similar platforms.
• Impeccable work ethic and solid commitment.
• Strong organizational and time management skills, with the ability to multitask effectively and collaboratively.
• Strong sales and customer relationship-building skills
• Strong understanding of the company, culture, and what it means to be a luxury rental provider and travel concierge.
• Exceptional written and verbal communication skills.
• Proficiency in the use of WhatsApp, email and telephone communication tools, as well as PMS systems and data management
• Familiarity with various platforms, such as Airbnb, VRBO, and booking.com

OFFERED

• General Regime, Employment Contract.
• Freedom to put your own ideas into practice.
• Accountability from day one, with experienced and supportive team members around you.
• Opportunities to progress in the company.
• The opportunity to meet guests from all over the world and to work in a vibrant, fun environment with like-minded people.
• Full-time
• Salary: 18,000 Euros gross per year

If you feel identified with the company and want to get into a very interesting work project, send your CV to: seleccion@b2bmalaga.com