HEAD OF GUEST EXPERIENCE
D&S - Smart Housing
Descrição da Função
Descrição:
Ser responsável por toda a jornada do hóspede — da reserva à review — liderando a equipa de Guest Experience, garantindo um padrão de resposta e satisfação elevado e enriquecendo a estadia através de serviços complementares.
Principais responsabilidades:
- Gerir e desenvolver a equipa de Guest Experience Agents (recrutamento, formação, escalas)
- Garantir cobertura de atendimento 24/7
- Definir processos, scripts e templates de comunicação com hóspedes
- Gerir reclamações e situações de exceção durante a estadia
- Acompanhar reviews e implementar ações de melhoria contínua
- Desenhar e vender uma oferta de serviços complementares que enriqueçam a estadia — transfers, early check-in/late check-out, pequeno-almoço, estacionamento, tours e experiências locais
- Impulsionar upselling e cross-selling ao longo da jornada do hóspede, com metas de receita adicional por reserva
- Definir e acompanhar KPIs de satisfação, tempo de resposta e conversão de upsell
- Articular com Operações a resolução de incidências reportadas por hóspedes
Perfil que procuramos:
- Experiência mínima de 3 anos em hospitality, alojamento local ou guest relations, idealmente com gestão de equipa
- Fluência em português e inglês (outras línguas são valorizadas)
- Conhecimento de PMS/ferramentas de gestão de reservas — experiência com Guesty é uma mais-valia
- Perfil orientado para o cliente, resiliente sob pressão, com forte capacidade de resolução de problemas
- Sensibilidade comercial — à-vontade a identificar e vender serviços complementares sem forçar a venda
- Disponibilidade para escalas que incluam fins de semana e feriados
- Espírito de liderança e capacidade de estruturar processos e equipa desde o início
O que oferecemos:
- Oportunidade de construir e liderar a equipa de Guest Experience desde a fase inicial
- Integração numa empresa em expansão (atualmente ~160 apartamentos, a crescer para 200+)
- Ferramentas modernas de gestão (Guesty, Enso)
- Autonomia para desenhar processos e standards de atendimento
Perfil do Candidato
Mínimo de 3 anos de experiência em hospitality, alojamento local ou guest relations, idealmente com gestão de equipa.
Fluência em português e inglês.
Conhecimento de PMS/ferramentas de gestão de reservas.
Perfil orientado para o cliente, resiliente sob pressão, com forte capacidade de resolução de problemas.
Sensibilidade comercial à-vontade a identificar e vender serviços complementares sem forçar a venda.
Disponibilidade para escalas que incluam fins de semana e feriados.
Espírito de liderança e capacidade de estruturar processos e equipa desde o início.
Contacto
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