Director(A) De Experiencias Del Huésped De Lujo

Placements24; Cuernavaca, Aguascalientes; Hybrid; MXN 180,000 - 300,000; Full time

Benefits offered by this job

Training and support

Career growth opportunities

Work from home

Job summary

Placements24 is assisting a renowned hotel chain in finding a Remote Reservations and Guest Service Specialist. You will manage reservations, answer inquiries, and ensure a seamless pre-arrival experience from your home office, supporting properties in Cuernavaca and Morelos.

The role requires excellent Spanish communication, strong organization, and the ability to work independently in a remote setting. Prior PMS experience and a customer-focused mindset are essential, with weekend/holiday

Qualifications

• Experience in reservations or customer service in hospitality.
• Excellent verbal and written Spanish communication.
• Proficient with PMS and standard office software.
• Strong organizational skills and attention to detail.
• Able to work independently in a remote setting.
• Reliable high-speed internet and quiet home office.
• Friendly, patient and customer-focused attitude.
• Willing to work weekends and holidays.
• Basic knowledge of Morelos region is a plus.
• English proficiency is a plus.

Responsibilities

• Process, confirm, and modify guest reservations via phone, email, and online channels.
• Respond to inquiries on availability, rates, amenities, and policies.
• Provide booking-related information and support for guests.
• Handle reservations-related complaints and escalate when needed.
• Maintain up-to-date knowledge of hotel offerings, promotions, and local attractions.
• Input and update guest information in the PMS with precision.
• Collaborate with front desk and sales teams to ensure guest satisfaction.
• Adhere to service standards and upsell when appropriate.
• Contribute to a positive remote work environment.

Skills

Reservations experience

Customer service

Spanish language

PMS booking systems

Organizational skills

Independent work

Remote work setup

Communication skills

Weekend/holiday flexibility

English proficiency

Tools

PMS software

Job description

Our client, a renowned hotel chain dedicated to providing exceptional guest experiences, is seeking a detail-oriented and service-focused Remote Reservations and Guest Service Specialist. This role is crucial for managing reservations, assisting guests with inquiries, and ensuring a seamless booking and pre-arrival experience. Operating remotely, you will be the first point of contact for potential and existing guests, providing essential information and support. The ideal candidate possesses outstanding communication skills, a meticulous approach to tasks, and a genuine enthusiasm for the hospitality industry. You will contribute significantly to guest satisfaction from the convenience of your home office, supporting properties in vibrant locations like Cuernavaca.

About the Role

Our client, a renowned hotel chain dedicated to providing exceptional guest experiences, is seeking a detail-oriented and service-focused Remote Reservations and Guest Service Specialist. This role is crucial for managing reservations, assisting guests with inquiries, and ensuring a seamless booking and pre-arrival experience. Operating remotely, you will be the first point of contact for potential and existing guests, providing essential information and support. The ideal candidate possesses outstanding communication skills, a meticulous approach to tasks, and a genuine enthusiasm for the hospitality industry. You will contribute significantly to guest satisfaction from the convenience of your home office, supporting properties in vibrant locations like Cuernavaca.

Key Responsibilities

• Process, confirm, and modify guest reservations accurately and efficiently via phone, email, and online channels.
• Respond to guest inquiries regarding room availability, rates, amenities, and policies.
• Provide information and assistance with booking-related requests, ensuring a positive customer experience.
• Handle guest complaints or issues related to reservations and elevate as needed.
• Maintain up-to-date knowledge of hotel offerings, promotions, and local attractions.
• Input and update guest information in the Property Management System (PMS) with precision.
• Collaborate with hotel front desk and sales teams to ensure guest satisfaction.
• Adhere to all company service standards and procedures.
• Identify opportunities to upsell services or accommodations when appropriate.
• Contribute to a positive and efficient remote work environment.

Requirements

• Previous experience in reservations, customer service, or a related role in the hospitality industry is highly preferred.
• Excellent verbal and written communication skills in Spanish.
• Strong organizational skills and meticulous attention to detail.
• Proficiency in using booking systems (PMS) and standard office software.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• A reliable high-speed internet connection and a dedicated, quiet home office space.
• A friendly, patient, and customer-focused attitude.
• Flexibility to work various shifts, including weekends and holidays, as needed.
• Basic understanding of the tourism landscape in Mexico, particularly regions like Morelos, is a plus.
• English language proficiency is an advantage.

Benefits

This remote role offers a competitive salary and a flexible work-from-home arrangement. You will benefit from comprehensive training and ongoing support from a leading hospitality brand. Opportunities for career growth within the organization are available. Join our client's dedicated team and play a vital role in delivering exceptional service to guests, supporting operations in beautiful destinations like Cuernavaca, Morelos.

About the Role

Nosotro cliente está buscando un Representante de Servicio al Huésped excepcional y empático para unirse a su equipo completamente remoto, ofreciendo soporte a clientes desde la comodidad de su hogar. Esta posición es fundamental para garantizar que cada huésped reciba una experiencia positiva y personalizada, resolviendo sus consultas, gestionando reservas y brindando información relevante sobre sus estancias. Buscamos a una persona proactiva, con excelentes habilidades de comunicación verbal y escrita, y una pasión genuina por ayudar a los demás. El candidato ideal debe ser autosuficiente, organizado y capaz de trabajar de manera efectiva en un entorno virtual, manteniendo los más altos estándares de profesionalismo y servicio al cliente. Si disfrutas interactuando con personas y buscas una oportunidad flexible y gratificante, esta posición remota en Aguascalientes (aunque el