Guest Services Executive - Back Office

Jumeirah Capri Palace; Anacapri; On-site; EUR 21,000 - 30,000; Full time

Job summary

Jumeirah Capri Palace in Anacapri, Campania, seeks a Guest Services Executive - Back Office for the summer season 2027. The role focuses on managing guest correspondence, updating profiles with preferences and special requests, and coordinating VIP arrivals with relevant departments.

You will maintain accurate records, assist with reservations and pre-arrival arrangements, monitor feedback, and ensure adherence to SOPs and data protection standards while delivering professional support to guests

Responsibilities

• Manage guest correspondence and inquiries through email and other communication channels, ensuring timely, accurate, and professional responses.
• Prepare, update, and maintain guest profiles, preferences, special requests, and relevant information to ensure personalized service.
• Support the coordination of VIP arrivals, amenities, special occasions and personalized guest arrangements in collaboration with the relevant departments.
• Assist in managing guest requests and follow-ups, ensuring proper communication and coordination between departments.
• Maintain accurate records, reports, and documentation related to guest relations activities, in accordance with hotel standards and procedures.
• Support the management of reservations, confirmations, special requests, and pre-arrival arrangements, liaising with the relevant departments when necessary.
• Monitor guest feedback and online reviews, assisting in the follow-up and reporting of guest satisfaction and service-related issues.
• Support the handling and documentation of guest complaints, ensuring appropriate follow-up and escalation to senior team members when required.
• Ensure compliance with hotel SOPs, data protection requirements, and established service standards.
• Maintain updated knowledge of hotel services, facilities, and operational procedures to provide accurate information and effective support to guests and internal teams.

Job description

We are on the lookout for a passionate Guest Services Executive - Back Office to join the summer season 2027 of Jumeirah Capri Palace.

The main duties and responsibilities are:

• Manage guest correspondence and inquiries through email and other communication channels, ensuring timely, accurate, and professional responses.
• Prepare, update, and maintain guest profiles, preferences, special requests, and relevant information to ensure personalized service.
• Support the coordination of VIP arrivals, amenities, special occasions and personalized guest arrangements in collaboration with the relevant departments.
• Assist in managing guest requests and follow-ups, ensuring proper communication and coordination between departments.
• Maintain accurate records, reports, and documentation related to guest relations activities, in accordance with hotel standards and procedures.
• Support the management of reservations, confirmations, special requests, and pre-arrival arrangements, liaising with the relevant departments when necessary.
• Monitor guest feedback and online reviews, assisting in the follow-up and reporting of guest satisfaction and service-related issues.
• Support the handling and documentation of guest complaints, ensuring appropriate follow-up and escalation to senior team members when required.
• Ensure compliance with hotel SOPs, data protection requirements, and established service standards.
• Maintain updated knowledge of hotel services, facilities, and operational procedures to provide accurate information and effective support to guests and internal teams.