Guest Service Agent

As a member of the Guest Service team at Tivoli Mofarrej São Paulo, you will be responsible for:

• Providing phone-based guest service with courtesy and efficiency;
• Processing all incoming calls according to established requirements;
• Providing information and assistance to all guests and visitors;

Essential Responsibilities:

• Maintain complete knowledge and comply with all departmental policies, service procedures, and standards;
• Ensure that brand and certification standards are maintained at a superior level in your daily activities;
• Anticipate guests' and clients' needs, respond promptly to their requests;
• Manage guest complaints, ensuring satisfaction;
• Maintain complete knowledge of all hotel features/services;
• Process all incoming calls from guests according to established standards by the hotel/brand and its certifiers;
• Document all guest requests, complaints, or issues through the Knowcross app;
• Communicate relevant information to guests to designated departments/staff;
• Resolve discrepancies in room status reports with the governance department;
• Aid all departments/executives in obtaining necessary information about groups, inventory, and guest information;
• Perform other tasks as needed by the department.