Hotel Guest Experience Agent - Berlin, Deutschland - numa group GmbH
Beschreibung
About numa:
We develop and operate a new category of lifestyle apartments whether it is for your weekend city trip, business travel or temporary home.
Our uniquely designed apartments are located in the most exciting neighbourhoods and cities, that will make you feel like a local.
numa offers you a consistent quality and guest experience no matter where your next trip will take you.To achieve our mission, we are building a proprietary technology and data platform connecting hospitality services, real estate and guest experiences.
About The Role:
Your Mission
As a Guest Experience Agent you are the first and only point of contact for all general and individual guest requests (leisure and corporate) and with managing all individual guest reservations across our European locations.
Being this point of contact you are in charge of ensuring every guest feels welcome and assisted in a friendly and efficient manner.
In this role you will work very closely together with other agents, internal key stakeholders and other departments. You will be mentored by Senior Guest Experience agents.Your Objectives
- Handle different kinds of inquiries, including technical inquiries, room allocation, guest feedback, report of issues, monitoring of our homepage and profile on various booking platforms
- Communicate technical issues, reports, guest inquiries to the relevant departments
- Handle the followup support process
- Assist with the continuous improvement of internal processes
- Forward all other requests to the morning shift
- Write a report of the requests received during the night shift
About You:
- Secondary studies and professional studies, ideally oriented to Business or Hospitality
- Previous experiences in Customer Support in a fastpaced work environment and/or in the hospitality industry
- Ability to empathetically comprehend and resolve complex issues
- Proven experience of good verbal and written communication
- Experience managing multiple tasks and finding out alternative solutions to unexpected problems
- Ability to execute tasks at short notice
- Be flexible enough to work from a home office and available for night shifts and weekend night shifts between 21:3007:30
- Flexibility to work on weekends
- Fluency in German, English (C1 level) and Italian (C2 level) are required.
About Our Offer:
- Join an agile work environment with flat hierarchies where your ideas make an impact from the very beginning
- Build your own success story based on what you do well and how you want to grow
- Make the most of our flexible working hours and work from home flexibility (*depending on the role we will take this out)
- Choose the tools you work with from our selection of office equipment and software
- Maintain and improve your mental wellness with a monthly Calm subscription on us
- Elevate your fitness with a free Gympass subscription or monthly gym stipend
- Get to know your internationally diverse team during our events and retreats
- We want you to understand our product so upon your start, you'll get to spend a night at your nearest numa stay
- For more information on the processing of your personal data, please see our Privacy Notice.
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