Descripción de la oferta
Proceso de selección continuo.
Funciones
Ensure a highly personalized guest experience, accompanying the guest from the moment of airport arrival through to the end of their stay. This professional is responsible for ensuring that every interaction reflects the values of Legacy Ithos, creating memorable, seamless experiences aligned with well-being and the family legacy that inspires the hotel. This role is also responsible for overseeing front desk operations and handling reservation inquiries.
KEY RESPONSIBILITIES
Reservations & Pre-Stay
· Manage reservation requests via telephone, email, and external platforms in an efficient and professional manner;
· Ensure personalized responses at all times;
· Analyze availability and propose suitable alternatives based on the guest profile;
· Accurately record guest information, preferences, and special requests in the PMS/CRM system;
· Coordinate with Revenue Management to ensure alignment with pricing, policies, and positioning;
· Send complete and professionally structured booking confirmations;
· Prepare VIP profiles and arrival dossiers.
Guest Relations & Concierge (During the Stay)
· Deliver VIP airport meet & greet services, ensuring private transfer arrangements and providing assistance and guidance during the journey to the hotel;
· Perform personalized check-in procedures;
· Act as the dedicated point of contact for the guest throughout their stay;
· Anticipate guest needs and preferences, ensuring all details are proactively managed;
· Design, manage, and adjust personalized itineraries according to each guest’s style and requirements;
· Handle reservations for restaurants, activities, external experiences, and in-house hotel services;
· Coordinate and schedule Spa treatments and wellness programs, ensuring availability and follow-through;
· Maintain continuous communication with internal departments to ensure seamless, integrated service delivery;
· Discreetly resolve special requests or any issues that may arise, ensuring full guest satisfaction;
· Conduct post-stay follow-up, collecting feedback and strengthening guest relationships.
Communication, Coordination & Follow-Up
· Maintain ongoing communication with Spa, F&B, Front Desk, and Beach/Pool teams;
· Follow up on pending requests and provide updates to guests;
· Collect post-stay feedback and identify opportunities for continuous improvement.
Requisitos
We are seeking professionals with prior experience in luxury hotels or concierge roles, with a strong focus on attention to detail and service personalization. A courteous, discreet, and empathetic demeanor is essential. Excellent verbal and written communication skills are highly valued. Proficiency in foreign languages is mandatory (English required; additional languages are an asset).
